Customer Care is becoming a serious problem with Discovery.......

Logged an enquiry into a hospital medical bill on the 10th of January. was promised feedback within 48 hours. to-date there hasn't been any feedback nor communication. I've emailed to follow-up but still no response. Is this the level of service discovery has dropped to? I am very disappointed to say the least, i don't even have the energy to keep calling them because it take like 15-30minutes to get assistance.