Incompetency from Discovery Health

i just want to thank Discovery Health for giving me a call after lodging a complaint.
You just reiterated that my complaint was valid. STILL DO NOT HAVE AN SLA ON A TECHNICAL PROBLEM THAT WE HAVE BEEN HAVING FOR OVER A WEEK. We're sorry you're frustrated but Justin know you're going to be frustrated and inconvenienced until we don't know when

You have not answered a single question I had nor have resolved the matter. I initially submitted my claim on 10 January 2024 and 15 days down the line the matter has not been resolved. I have spoken to 7 people from Discovery. ALL of them said they would call me back,NONE of them ever did nor even bothered to send an email. I asked for an email address that I can escalate this matter to,I was put on hold for over 30 minutes and transferred to a customer relations officer who also seems to be waiting on asteroid to hit planet earth before they can give me simple feedback. The only time I received a call was when I laid a complaint on hello Peter and that was as futile as all the calls I have made to discovery. Which speaks volumes on how the value of "integrity"is not upheld. Why do you only contact a customer when they lay a complaint on public platforms but fail dismally to do so when they lay a complaint that was caused Soley on your end ???
I have asked for an email stating how the claim cannot be paid because there was a technical error,I was told I would get it by end of day. This was 4days ago, honestly I stand a better chance of growing wings at this point to get what I asked for. I ask again...WHEN WILL MATTER BE RESOLVED??!!!