Disappointing Service

I am disappointed with the service I have received from Discovery health. My first call that I made on the 8th of April was for the main members banking details to be changed. The consultant (Sumaya) that assisted me was very professional and patient with me. She helped me change the banking details for my claims to be paid into. I called back on the 9th to check if the payment was released to the correct account and a consultant by the name of Nkosi told me that she can see the new banking details and that the funds will be paid into that account. She also told me that Sumaya will call me to confirm the incident that she logged. That same day Sumaya called me and informed me that the banking details have been changed and that the funds should reflect in my account within 72 hours,so in essence by Thursday the funds will be in the account. I then called back on Thursday and spoke to another consultant, can't remember her name and she said hold the line let call the finance department and confirm when the payment will reflect. She then came back saying that they made payment on the 10th and that it should reflect in my account by Friday or Saturday, which didn't happen.

Today the 15th of April I called in and spoke to a Loyiso and she said that she will the query for me and provide me with feedback by 13:00pm. So I asked her if I could speak to a team leader or manager. Her response to me was that she will call a service center specialist to help me. I hang on for a very long time and then spoke to a Grieselda elda Ogle, who said please hold the line while I speak to the finance department. Once again I was on hold for some time and she then came back to me saying that she could not get a hold of them and that can I hold on while she refers to a team leader. Once again I was placed on hold for some time. Grisselda then informed me that she referred the matter to an Amy Arulappan who would refer the matter to a manager at the finance department and I asked her if she will call me with feedback. That call was 30 minutes and the talk time was less than 15 minutes. Not once did Grisselda in the call say "let me call you back you have been long on this call". Instead she asked me to stay on the line while she tries to sort the problem out, which was not.

I called back at around 16:15pm and spoke to Busisiwe. I asked her if I could speak to Grisselda and she did tried calling her but she was not available. So she said that she will send her an email to call me back. I then asked the agent to check if the funds were paid and to my surprise it was still in Discovery account. I then asked to speak to a team leader Amy and Busisiwe said that she is not sure if she will get a hold of her. I informed the consultant that I need to quickly run out and if she could give my information to the team leader that answers to please call me on my cellphone. I then decided to wait and told her that it is fine I will hold on. Once again I was put on hold for some time that I left my mum with the phone and asked her to get the team leaders information and to please ask him/her to call me on my cellphone. That was already a 13 minute call before the team leader came to the line. The team leader by the name of Aphiwe Balakisi answered the call and my mum asked him to please call me as I needed to step out of the house urgently. He told my mum that he will call me once he reads through the account. Which he didn't, and then I am asking myself how is this customer service, from consultants to team leaders to managers, you get no help.

I would love for all of my calls to be listened to from the 8th till today and I would like for a Manger to call me back as your claims payment says 72hours but it is incorrect information. Customers should not be going through this with their medical aid.