Disgusting customer service

Discovery treats their Keycare clients with no respect and dignity. But yet the rate for their lowest scheme costs an arm and a leg. I submitted a claim for refund on the 18/01/21 and to date no one seems to know what they doing. Some consultants send me an e mail advising me a payout will occur 2-3 working days, then some come back and say I’m not covered with the type of cover I have. Very very very poor customer service and I m really gonna take this matter further to the ombudsman. They can’t treat paying clients like this, it’s just not ethical. I really would like to find another medical for my family and I.