Discovered the pathetic service at Discovery

After being told numerous times that I have the extended benefit of having 2 emergency visits to the hospital for children under 10 on my plan. I was then told I don't. I lodged a query for refunds due as I paid for hospital fees for my 20 month old son who actually tested positive for Covid-19. Which is a PMB. I lodged my query on the 13 January. I spoke to numerous agents Team leaders. I was told my refund would be processed. Due to error on the part of discovery. It is almost 8 weeks and I have no resolution. Here is the flaw the claims dept cannot be reached. The customer care department fields the calls and cannot make decisions. Tat of 3 to 5 days is a lie. Discovery has failed on the simplest matter. You are ill equipped to deal with customers. You hide behind decisions. I get no feedback. I will be looking at alternatives for medical cover. I have been with you for 20 years. Needless to say I will never have faith in you. Poor pathetic service. Only Thandi from discovery deserves credit she called me back when she promised she would. Utterly flabbergasted at your poor service.