Exceptionally Poor Service

I have now been trying to get a special payment done by Discovery Health from my MSA. I submitted the request on the 31/10/2019, ref no *** (then more back and forth reference numbers ***,***, ***, ***). This is a simple request with a relatively small amount of MY MONEY that needs to be paid. There has been no feedback. The only time there has been feedback is when I query the progress on my request. Can someone from Discovery health please get the people responsible for this to please do their jobs and process the request since all the paperwork have already been submitted a month ago???