Discovery No Service

I cannot believe the poor,pathetic service you get from Discovery.I have completed the Permission to make certain information available to a Third Party document twice for discovery.I have completed it in 2013 and they assisted my fiance till 2015.Then all of a sudden they could not find it and then I had to complete it in 2015 again.From 2015 they have assisted her till today-26 Feb 2016.Now all of a sudden again they cannot assist her as they cannot find that she's got permission.I even have the scanned documentation still-the date is dated on the document 2015-03-06 and I have given the permission date till 2060-03-06. And the worst part is that she is not even looking for information today-all she wanted to find out is if I have left my current employer and I want to take my medical aid over and pay the complete monthly installment what documentation must I complete and can she have the documentation. I feel like cancelling my discovery health plan and select another medical aid with this type of service.And they do not ask her to submit the document again-No they want her now to supply the ref number that was send to her in 2015 when she mailed the documentation in 2015.