Disappointing conflicting unclear service after 3 hours speaking to multiple people who know nothing

15 Oct after several calls to and from discovery for over 3 hours (detailed call history available), I was transferred between departments like a ping pong ball with no clear clarity on requests. I asked to downgrade my plan, requesting that my chronic meds and pmb benefits would be covered. Each department was inconsistent in info given. Several reference numbers available, emailed discovery 23/10 still no response.The service was shocking and more so, the inconsistent information required. I have had to pay for meds out of pocket costing over 2000 rand. And I've paid exorbitant amounts to discovery since 2006 and the service or lack thereof has become shocking and staff I spoke to have no clue. Considering to moving to another provider after 18 years with discovery. There were no notes of the updates on the system when I was continuously transferred from dept to dept, with multiple agents