Cold feedback with no follow up call to client

Cancellation of membership at discovery.<br> I sent an email to discovery health for cancellation of membership. <br> This was responded to with a very short and cold email indicating that my employer should request the cancellation and should I have any further questions I should phone them.<br> <br> I would have expected a phone call from discovery explaining the process to me (as there are clearly a misunderstanding/miscommunication between myself, my employer and discovery and I would then obviously have further questions) and then a follow-up email on the conversation.<br> I had to phone discovery back and sit on the phone for 15 minutes to try and sort out the issue.<br> <br> Please make your clients feel more important than you currently are doing.