Discovery health terrible customer service

I called Discovery Healh today on behalf of my dad, to query a claim. I spoke with Simphiwe. This consultant was so confused and unprofessional. I asked him to explain why a portion of the hospital claim was paid from msa he had to put me onhold, just to check the claim. When he came back to me he told me that it was the co payment for the scope that was done in hospital. I asked him if they could reverse the claim as my dad is making payment arrangements directly with the hospital, he put me on hold again!!. He comes back to tell me that we need to send proof of payment of the full amount to them before they can do so. If there was a payment arrangement made, are we to wait until full payment is made to the hospital in order for the msa to be put back? I asked him to put me through to a manager, I was put on hold for over 10 minutes again!!!. Does Doscovery think that all its members have the entire day to just be put on hold? A manager named Sima called me back. When I asked her to give me the details for the person I was speaking to she says that it's against the POPI act, what utter nonsense! When I asked to speak to her manager I was given such attitude by her and I was put on hold yet again for over 10 minutes!!!! To be put on hold so many times is so frustrating. I cannot believe that Discovery's staff are so ***********. Further more my mum who is a dependant on my dad's membership emailed a query about the scope on which my dad was copied on and was told that her email address is not in the system and they cannot assist her. The main member was copied on the email! He is not well enough to be dealing with all this and this is why we are assisting him. Such pathetic service from Discovery Health