No Feedback\Horrible Customer Service

My wife is currently pregnant and Discovery now offers the "pregnancy benefit" which is comprised of free scans, consultations and blood test.

I called in prior to actually going to the gynaecologist to confirm that the benefit is active and it’s safe to assume that all charges will not come off my medical aid savings.

This clearly was not the case as the agent did not explain that we require a number of details (practice number, authorization code, date of birth and hospital of birth) which we need from gynaecologist, which I would then need call in and provide the information to discovery before they can activate the "pregnancy benefit" which was never explained on my initial call and the very reason for the call!!

After seeing a two claims go off for scans, consultation and blood test I immediately called Discovery, the agent was experiencing technical difficulties and could not confirm that the benefit is active or why it went off my savings.

After 5 calls I obtained the information from the claims department as to how to activate the benefit. Your staff on the front have no idea how the services you offer even work, what kind of excuse is that for customer service??? I had to do all the research and work to figure out what the problem.

I am told by a "manager" Roxy Pearson that she cannot call me back at a time suitable for me and can only call me back during her lunch... which is conveniently during prayer time for me on a Friday (I am muslim).

Not to mention the fact that the call recording needed to be pulled but I cannot get copy of it??

I am then told that call was reviewed and they can confirm there was uncer*****y from the agents whom I called in the first place to avoid all of this issues and that this call will need to be reviewed by a "panel".

Here is the mail I received Wednesday, January 24, 2018 8:53 AM Dear Mr Dollie Thank you for contacting us. Membership number: ********** 80 Query referred We have referred your query to our Pre authorisation Department. Please allow 2-3 working days for feedback. We apologise for any inconvenience caused. If you have any more questions, please call us on ***, email ********** or visit www.discovery.co.za Regards Nikita Mooniyen Discovery Health (Pty) Ltd On behalf of Discovery Health Medical Scheme

****Note: Please allow 2-3 working days for feedback.****

It is now 7 working days later and still nothing!!!!!

WHERE IS MY FEEDBACK?????????????????

You guys are really pathetic, do you not take pride in your jobs? You clearly don’t care about your clients.

The point of this service is to make MY life easier but this entire process has been nothing but disgusting.

I expect this to be sent to your managers/supervisors/trainers and I expect a email/call back with an explanation for this excuse of customer service.