Day to day benefit FAIL

I am beyond upset and tired of phoning in each time using my airtime to try sort issues between Discovery and one of their doctors on their network. The last time I got put on hold for over an hour and got cut off. I used Discovery's day to day benefit extender end of last year which requires you to do a virtual doctors consult first before being referred for a physical consult and then both consults would be paid from this benefit. I did everything step by step but now I'm being billed by the doctor for both consults. Everytime I try and sort this out between Discovery and the doctor, it bounces back at me and now I'm getting legal threats from the doctor. This is YOUR system, I followed YOUR system so why has it become MY problem? Ref ***