lack of feedback or follow up

I sent through a refund claim on the 24th of August,I only received a system generated reference number.the same claim was forwarded twice after the 24th,there has not been feedback from discovery. on the 30th of August, I called Discovery to have the contact number on my profile updated so that I can receive OTP's. I was informed that someone will call me within 24 hours....I am still waiting... There seems to be a long wait ,with no feedback from Discovery.However on the 31st of August,I received a message and i was requested to rate the service . This is inappropriate...