No service as always

I was sent an email from Discovery on the 26th April saying they need to verify income and if not submitted by the end of May you will charge me according to the highest income bracket. I sent all the required documents on the 28th April and got an automatic reply with a ref ***. No response was received by the 5th May so I sent another email and got an auto response msg with ref ***. No surprise that im still waiting for a response. Why am I constantly having issues with the customer service at Discovery. This is not the first time I have had to complain on here. Are you guys delaying it on purpose to get to the end of the month so that you can charge me according to the highest income bracket? I have been with Discovery my entire life but I think its time to change over to another medical aid now. Can someone please deal with this matter?