Learn How Not to Make Mistakes Worse

Discovery Health processed part of a doctor's claim I submitted in November 2017 twice. Suddenly in December I get an e-mail from Debt Administration demanding money. How about sending an e-mail from customer services apologising and explaining what Discovery has done? I wrote to Discovery to ask what this was about as I did not know at the time and did not know if this was a phishing **** and explaining I was out of the country for a month and would only be able to make telephonic contact when I got back. I never received a reply to my e-mail. Suddenly, I get another e-mail from the same people towards the end of December, when I was still out the country. Not nice at all. I sent another e-mail to Discovery explaining the same stuff. No reply again. Today, a few days after I got back to South Africa, yet another e-mail. I picked up to phone and spoke to Ricardo who blamed me for Discovery not getting my e-mails. I used the e-mail addresses I used in November. He also had no empathy and could not explain why I should pay bank charges to fix Discovery's mistake. I have have already paid for a phone call. I hung up on him because he has no idea how to handle the situation. Please train him. He never even apologised for Discovery's mistakes.