No consensus zero treating clients fair

I am highly disappointed in discovery there is a broker Mr Mohammed saaleh Ahmed that assisted my mom with medical aid we highlighted affordability is an issue as she earns 10 000 salary she is 60 years, her monthly premium agreed with her was R2770 rand the broker added a cover called vitality and billed her R3500+ rands I am also in insurance there was zero consensus with my mom about the vitality he was rude to her after signing her in saying all policies come with this cover standard now is this how you ***** money from elderly clients this is a paper doc and I asked discovery kn LinkedIn for a regional manager to call me to no response pathetic as usual I am reporting this as treating clients fairly supposed to be high up on discovery values once again I am disgusted discovery *** last chance to fix this