Convenient for Discovery, isn't it?

In general, I am a big Discovery fan. However. Late in 2022 I called with regards to information regarding adding a dependent. I specifically asked whether vitality points for your level will be adjusted pro-rata as the dependent will only be added for 1 month in 2022. If it was not the case, I stated that I would then only add the dependent starting 1 January 2023 as to not jeapordise my level and cost me a lot of money. She told me it would be done pro-rata. When he was added however, suddenly this was not the case. I requested the recording of the phone call to be retrieved, as the mistake costs me a lot of money. They did retrieve it. But, very conveniently, the recording had low quality and the case was ruled in their favour. There was no problem with the call the day of the phone call, so I must say, this is quite bad taste and all too convenient. What is the point of the recordings then?