Claim *** ignored

On 11/5 I submitted a claim for which I had paid the doctor. I received an email saying the attachment was illegible. I'd sent the statement and POP originals. I then uploaded the documents on their website and heard nothing. I phoned about 2 weeks after my original claim and was told that sometimes the attachments are very small and to enlarge them which I did and resubmitted via email. I have since written twice and although my email is acknowleged automatically, my claim seems to be ignored. It doesn't show on my profile either. My last reference number was *** sent on 11/7. I have NEVER EVER had a payment for a claim reimbursed to my bank account in the many years I've been a member. BTW I can only claim via email or via the Discovery website. I do not have the app on my phone due to security reasons. I cannot see my claim under my profile either.