Disappointing Service

Discovery health has been extremely disappointing and non-supportive during this pandemic. I do understand that they are a business after all but their client services is unacceptable I was with Discovery Keycare from October 2017 and due to the pandemic and not receiving my full salary I had no choice but to put it on hold. I phoned the Keycare customer service line to inquire what my options are. They advised that I am able to put it on hold but have 90 days to reinstate to membership. A month later I phoned again to ask if they have made any arrangements in assisting their clients during this pandemic where they advised that only members that have savings can use that to pay their membership but unfortunately there is no support for other memberships. In June 2020 I wanted to reinstate my membership. I phoned them and they said that I first needed to pay the outstanding amounts before I can reinstate it. I of course was extremely confused as this was not mentioned to me. I was barely able to afford the monthly cost as it was, where was I meant to get the thousands for Rands outstanding to reinstate the account if that was never mentioned to me. They then advised that my only option will be to start a new membership. I didn't have a problem with it if I wasn't going to have a 3 month waiting period. I told them that I would have to see what I was going to do. In July 2020 a man named Daniel from Discovery phoned me and wanted to know if I was still interested in getting a new membership. He assured that I would not have a 3 month waiting period and that as soon as I am able to do the application I can just phone him. He gave me his direct line(which obviously doesn't exist anymore) in September 2020 when I received my full salary again I phoned that number, which doesn't work, and then tried the normal line. I did the application and the consultant also said I shouldn’t have any waiting period as I have not been admitted to hospital in the last year+. (Just shows you that none of the consultants knows what the correct procedure is) the business department phoned me to finalize the application. When I went through it I realise that there was a 3 month waiting period as I was without medical aid for more than 90 day. This was never mentioned to me that if I don't get a new membership before 90 days then my whole family will be penalized. How can they do that? I told them to go to the phone records. How conveniently there are no records of the phone calls. I then put in a complaint. They said that I needed to provide evidence. What happened to having loyalty? I just don't understand it. I sent an email to the CMS (council of medical schemes) they asked for proof where I sent all the emails that I had. I am yet to receive any feedback. This is ridiculous. I asked to whom I can speak to to take it further. Where Discovery advised that I can only send an email. How is this even happening in this day and age? I have a 1 year old and need for him to have medical cover yet Discovery is making it impossible. I would love to still be a client of theirs but there is no communication or client support whatsoever.