Horrible service and no sense of urgency

I called in and asked for a call back as I did not have airtime and Bonelwa advised me that she will call me back. Over an hour passed and I called back the call was taken by Vuvu Mvubu who advised that the person who told me would call back will call me back during their break time which I did not understand so I further asked what happens in a case of emergency and she confidently said that the person would also call when they are on a break. If you are offering service then do it in a way that puts your customers first. I have put my health in the hands of discovery but it looks like there is no sense of emergency whatsoever. They've put amateurs at the forefront to assist us, people who do not know the meaning of customer sense and do not have a sense of urgency. With all the horrible reviews about claims I was hoping your call centre staff would step up but I guess you are all happy with the bad reviews up here