Discovery needs to DISCOVER what service is

Dear discovery, your staff and your communication is pathetic, i received an email with an attachment which just says correspondence and is vague, i called your call centre and the man that answered doesn't even know what the correspondence is for, i submitted a claim on the 18th for my sons ophthalmology and i was told till today it has not been captured, the guy couldnt even find it, after me shouting he found it. i was told to hold the line and after holding for 10 minutes you cut the call? i didnt even get a call back??? WHAT IS WRONG WITH YOUR STAFF AND SERVICE?????? i have been with you for 17 years????????