Income verification Complaint- Incompetence, poor communication

Dear Discovery Health, Membership number: *** Contact: *** I am writing to lodge a formal complaint regarding my premium following my recent income verification submission. At the end of January 2026, I submitted all the requested income verification documents. I thereafter spoke to your agent, Darren, who confirmed the corrected premium amount that I would be required to pay based on my verified income. However, on 15 February 2026, I viewed the details on my app and it was reflecting a significantly higher premium than the amount communicated to me by Darren. At no point during that conversation was I informed that the premium could differ from what was quoted, nor was I advised that the amount discussed was provisional or subject to change. Yesterday, I contacted Discovery Health again and spoke to another consultant who confirmed that all the correct income verification documents were received and are on record. This makes the discrepancy even more concerning, as I re**** on the premium amount confirmed to me when making my financial arrangements. Please also note that due to the nature of my job, I am unable to make or receive phone calls during working hours. I therefore request that all communication regarding this matter be provided to me in writing via email. I therefore request the following: 1. A full written explanation detailing how the new premium was calculated. 2. Confirmation that my income verification has been correctly assessed and app****. 3. A correction of the premium to the amount that was communicated to me, if applicable. 4. A copy of the call recording or transcript of my conversation with Darren for clarity. I trust that this matter will be resolved urgently and that I will receive written feedback within 7 working days. regards, Jezell Woolfuth