Dismissive hostility at Discovery Health's Century City Head Office

I went to the Century City head Office of Discovery Health at about 12:30 on )2 August 2019 to discuss an authorization/claim that I had submitted on 28 May 2019 that had gone wrong with receipt of 3 further queries/explanations being automatically acknowledged subsequently, without further follow up despite an undertaking to do so within 3 business days. On arrival I was told to sit down and I would be attended to shortly by a young lady who was on the phone. I sat for 45 minutes with the original lady mostly on the phone, a taller lady sitting down and working on her tablet, leaving and returning and a youngish male joking with the ladies, leaving for about 30 minutes and then returning and chit-chatting further. I and another man who had also been waiting eventually asked when we would be attended to and pointed out that we had been sitting there for almost an hour without even being asked what we were there for, let alone being assisted. The young gentleman (I am in my late 60s) became hostile, said they were " busy" and then decided that "he would attend to us". Sadly I was the next to be seen and was subjected to the brunt of his hostility. He was openly rude, dismissive of my problem, apparently my fault because the "stupid" service provider had furnished me with an invoice instead of a quote and the fact that my covering e-mail set out the request clearly just didn't make any difference because an invoice is an invoice (attitudinally imp**** = "you fool"). I did "fight back", telling him at point that being elderly did not mean that I was brain-damaged and later telling him to his face that he was being very rude, but this only made him more hostile and even more dismissive. I am very taken aback by this hostile and rude treatment, since to date I have only been treated with caring courtesy by this medical aid and quite frankly don't understand how Discovery Health can tout their new friendly and interactive centre and then factually abuse their elderly clients? The two young ladies who were also there seemed uncomfortable but did not intervene. Perhaps things have changed in the 5 years I have been retired, but in the diplomatic and banking arenas where I used to work, courtesy and good manners were an absolute requirement, no matter how "stupid" the customer might be, I actually thought this was the norm for all business. This is my first major disappointment at Discovery Health, where I am on the classic comprehensive package and also am a highly active vitality member. I cannot believe that such treatment is a new norm and sincerely hope that Discovery Health will do something about this.