Discovery keeps '*****ing' back funds from my MSA for my son's surgery

I am writing this out of absolute frustration with Discovery’s inability to manage a simple, pre-agreed manual exception. My son underwent cleft lip surgery on 24 April 2024. Discovery’s own Clinical Coding Specialist explicitly confirmed in writing to our surgeon, Dr. Bithrey, that Code 9057 for this procedure must be processed as a manual exception and should NOT be paid from my Medical Savings Account (MSA).

Despite this clear clinical agreement:

Discovery incorrectly deducted funds from my MSA for this code.

After months of disputes, the funds were finally reverted to my savings early this year.

On 20 February 2026, Discovery’s system seemingly "forgot" this resolution and deducted the funds AGAIN for the same service, undoing the previous correction.

To make matters worse, I can no longer view the full breakdown of this claim on the portal—it has been restricted. I sent a detailed follow-up email on 20 February and have received zero feedback for over a month.

It is clear that the claims department is simply auto-processing rejects without reading the historical notes or the clinical instructions on file. I refuse to be the middleman for Discovery's internal system failures any longer.

I demand:

An immediate reversal of the funds to my MSA.

A manual audit of this claim to ensure Code 9057 is paid from the Hospital Benefit as agreed.

A phone call from a senior manager who has actually reviewed the clinical notes regarding this cleft palate exception.

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