How to lose a customer

For the last 4 months I have been trying to add a dependant, some of the delays have been on my side I have been completely frustrated by the service and outcome. <br> <br> I have had conflicting information, delays and no response on mails. After 3 months of this process I followed up and was told that I didn't respond to a mail on underwriting requirements which never arrived in my inbox. After some debate we agreed on a way forward where I had to resend some forms with an updated signature, when I did as asked I was told the process needed to be restarted. When I wanted a manager to assist me I had 5 different people call at odd hours, give no return number and not sort my problem out. When I point blank refused to submit new forms and threatened to take my business elsewhere someone committed to following up but then all I got was a mail stating that a 65 year old pensioner with no employment does not qualify as a dependant and would need to fill in a new form as a main member. When I asked for someone to call me to clarify I got no response.<br> <br> This is exceptionally poor, I use almost all the discovery products (life, card,health) and have reached the point where I am ready to move