Disgusting service and misleading information

I recently phoned the discovery call centre to find out if I will be covered for a visit to an oncologist I spoke to a lady called KIM OLIVER she told me that I will be covered she even went as far as giving me the oncologist name, she told me that I will be covered. W hen I phoned in again after visiting the oncologist I was advised that I am not covered, due to me not following procedure however i did speak to a so called \ trained agent working in the discover call centre"and she told me that I am covered. I then requested a copy of the call and it cannot be retrieved they cannot get the call"