Lack of ownership and accountability

My 4 year old son was referred to an ENT specialist on the 11th October 2017. However when I called discovery to enquire about the process I was told the Paediatrician who referred us had to fill in a specialist to specialist referal form which was immediately emailed to me and I forwarded to the Paedi. A day or so later I received an email for the authorization approval. Today I decide to take my son to the ENT specialist who is only available on Tuesdays and Fridays. The lady at the reception picked up the authorization was incorrect she the called Discovery. I was asked to speak to the agent who transfered me to the customer care The agent who I first spoke to had "issues with her system" she asked to transfer me to another agent . Little did I know she just put me back to the queue... I had re dial. I choose the specialist authorization option. The agent I spoke to gave me the middle finger in not so many words Firstly he told me he cant find the request. AFTER I gave him the reference from Discovery he then told me that my request was a duplicate he does not know how it happened, its not their fault my Paedi completed the form incorrectly. Basically I should go back have it re done and wait for 2-3 days. Because even if I paid cash Discovery would not refund the claim. HIS last advice was I should go back to the Paedi have him call for immediate approval. Which I did. Now when I arrived there I was informed that they Dr Ngwenyas office was aware of the error and they had called Discovery the day the day they had approved. Now what upsets me Is . I had taken time from work to go consult only then was i informed of the error The agent showed no emphathy none what so ever. He blamed Dr Ngwenya for the error Nothing was done to assist me as their client No value was addded to my life, I was frustrated enough by my sons illness, my time was wasted, my resources wasted. I have never been so disappointed by a service provide