Discovery doesn't want to help

Im trying to buy a oxygen concentrator through Discovery. They said my plan will pay R35000 every few years and my provider was notified of this. The unit i want is a bit more than that and i was told i have to pay for this. 30Th June I send a request to them to deduct the R13000 from MY savings account, with MORE than enough funds, to pay this amount. According to Discovery it was loaded on the 3 July and it can take up to 3 days to process. Im sitting on 8th of July with NO feedback. Next stop, Ombuts man