Not listening and put on hold

Hi there,<br> <br> I just called in to follow up on a claim that was rejected code 432, I explained this to the agent and that the benefits had been extended as per the authorisation number. I was then asked again and again the reason for my call. Once the agent started to grasp why I was calling in I was put on hold for a disgraceful period of time and then when I said she is providing me with terrible service I was again put on hold for Walter the 'MANAGER'. This is the worst experience I have had with a discovery call centre agent!