Discovery's Customer service is a joke

I went to the optometrist and after the consultation I instructed my optometrist that I had savings to the value of R2820 as well as discovery informed me on the app and via WhatsApp that I would receive an advance of R1000 to my PHF which I informed my optometrist they could claim back from.

I then received the statement back from Discovery on how the claim was paid and it states that they depleted my savings and only used an amount of R100 from my PHF which I then called them about and they informed that it was a system issue on their end and it should have paid out from the PHF first before it depleted my MSA. I have called into discovery multiple times over the past 3 weeks and spoke to probably about 10 different people and none of them could give me a direct solution, I have spoken to managers at the contact centre and they have said that the claim needs to be reworked and it got to a point where I have formally logged a complaint with discovery, and I have even gone into the walk in centre at Canal Walk to speak to someone because I have the optometrist asking me to pay the money and I have to pay them because it is more than 30 days later.

After going to Canal Walk walk in centre on the 17th of February I received a formal email saying I would receive a call with feedback from someone within 2 to 3 days of the escalation. It is now the 20th of February 2026 and I have not received any feedback.

The last people I have spoken to was Joel jonkers and Vanesh Moodley who all said my complaint was escalated and that I would receive feedback in 2to 3 working days. I have not trust or faith in any of your consultants because this is how you treat.