Disgraceful Fustrating Experience

This morning I phoned Discovery to ask why they had not paid their share for my Husband's glasses. I got transferred to 5 different departments then was eventually told they needed a Tax Invoice and did not have enough information. Why did they not phone or email the Optometrist to ask for this. I was on the phone from 9 am to 10.15 am. Why did not the first person who answered me put me through to the right Department?