Discovery impossible to get hold of

Unfortunately our medical aid monthly payment did not go through end of December and we were notified to make such payment! We went on the Discovery app but could not find the relevant information! We tried phoning them but was either cut off or just no answer. We sent an email two days ago and received a ref no but nothing else. We Even sent a watsapp request but received an answer that it could not be read... As I gather that its read by an in competent computer. This is unacceptable from you Duscovery