Lack of service delivery

I have never had a problem with Discovery and have been a member of the medical aid for many years. I recently had a very disappointing experience with the service recieved from Discovery. I feel that due to lack of communication, commitment and or incompetency of the persons involved in my initial request and communication they failed to deliver the service I required from them. The thing that is most upsetting is that they also fail to acknowledge their mistake in the matter. I asked for an investigation to establish why things went so wrong, they just keep ignoring what really happened and I never recieved any real apology for what I've been and still having to go through, because of the poor service I recieved. I am utterly disappointed, thanks to the individuals who failed to follow up on my written and telephonic request I am now in debt to Discovery adding on strain me. I've always had such high view of Discovery and adviced their medical aid to anyone asking about best medical cover. Now I can unfortunately not advice them to anyone