No Feedback unless I Call!

I've tried to get a claim returned from my non-active FNB account to my Capitec Account. I phoned Emma on 15th September to urgently update my banking details for a Gynae claim. She called me on 17th September to confirm that the amount has already been transferred to my FNB account however it will cost me R250 to have the amount reversed from FNB and then transferred into my Capitec account. I say thank you for going the extra mile please go ahead. I have to call back to the Call Center on 21st September to find out that the information is not updated on Sunay's system and she has to keep me on hold for 15 minutes while she runs around to figure out what the problem is. i explain to her that I'm in an office environment and I'm holding up the phone lines, if she can please call me back. She's says that she's in an inbound call centre and because she's working an early shift her lunch break is ova & can only call me back tomorrow to have the internal form that Emma had to complete17th, completed. Why don't I get any feedback unless I call Discovery? My partner was dismissed from his employer and we are battling financially because I also haven't earned a salary since June 2015