Income verification mix up

Good day, I sent a first set of income verification documents to Discovery on Thu 4/29/2021 at 3:34 PM, reference number ***.

I then received an email on Fri, May 14, 2021 at 11:57 PM advising me to send more documents. This was closed on Fri 5/21/2021 at 9:01 AM.

I have since not yet received any communication from Discovery regarding the outcome of income verification.

I called the Discovery call centre this morning at 09:23 and spoke to Zanele who advised that I was being placed in the middle income bracket.

I asked her why this was the case as I am paying for a bond which is on my name and goes off my bank account and also paying for a vehicle monthly which is on my name and goes off my account. I also sent my latest utility bill which I pay for monthly. Zanele placed me on hold whilst she spoke to her supervisor. I was placed on hold until the call was disconnected. She did not return my call or send me an email or message.

Proof of both the bond, vehicle finance and utility bill was sent to Discovery on Thu 4/29/2021 at 3:34 PM, reference number ***.

Please could someone look into this and advise me why I am now being placed in the middle income, from my understanding, I was supposed to be placed in the lowest income bracket for Keycare Core.

Thanks Marcel Shaun Moonsamy