Discovery poor customers service and lack of knowledge

I've been a member of Discovery off and on for 20 years. I've recently been put on medical board. The first payment was last week. Paid out 5 installments for this year January, February, March, April and May. The amounts were paid into my employers account supposedly. I've phoned plenty and nobody seems to know exactly what is going on. Either I'm put on hold or they call me back without an answer. I need the proof of payment because my company is causing problems. I've emailed. That was 3 days ago. I've asked 2 operators and they've escalated it. I've been told to email them again. I'm unsure why it would take so long to email me this. I don't even know how much the amounts are because someone says this and another says that.