Discovery Staff not knowledgeable about their products

I called Discovery as I had a query on my Day-to-day extender benefit and spoke to Rethabile Mokese from KZN call Center. My question was that when I want to make online consultation booking for my child then I get a pop up message saying I will be charged, why should i be charged if I have Day-to-day extender benefit? she kept me on the line for 30 minutes and still couldn't answer that simple. what irritated me the most was that she reads stuff on the Discovery website, something I can do myself. I eventually asked to speak to a supervisor because she cant answer my question. the supervisor Tamara Raphilal also from KZN then took the call and also couldn't answer my question after taking an additional 10 minutes of my time. she eventually told me she will get someone to call me back. Why do Discovery staff read info on the website while on a call? shouldn't they be knowledgeable about their products? I wasted 40 minutes of my day and still don't have an answer for a simple question! Terrible Experience