Discovery is Useless!!!!!!!!!!

On Thursday the 30th of January my husband got a call from an Agent from Discovery, that they cant get a hold of me, they had a few questions to ask me about an authorization of an OP i was suppose to have on the 22nd of January 2020. my husband gave them my number to call me on Friday the 31st of January. i did not receive this call. at about 15:00 i asked my husband to call Discovery to find out what time they were going to call me. they promised they will call me before 16:00 on the same day. i have not received this call. i had phoned Discovery myself today, Monday the 3rd of February and they said they had typed an email for this Agent call me today. the Agent called just before 16:00 they let the phone ring three times and then hung up. i had then phoned Discovery back and asked them to please get this people to call me back as i dont have a direct line to them. clearly i did not get the call again. i had called before 17:00 and asked the customer call person to assist me with the name of the Agent, they said the Agents name is Kwena. it does not feel like this Agent wants to help me. on wednesday it would be 2weeks ago i was to have this OP. Why this Agent does not want to assist is beyond me. it cant take this long to get approval. and if they cant get hold hold of the call with the first call why dont they try again? why do they wait till 16:00 to try and call a client? why dont they phone as soon as they got 2 different emails from other agents to phone back then and there?