Not paying a service provider for an approved PMB

I app**** for a PMB to be approved in August 2015 for a specific service provider. Discovery has not paid the provider and there has been no clear explanation as to why this has happened. I have been chasing this information for two weeks and have not received clear/consistent feedback. Each consultant I speak to gives me a different answer as to why no payment has not been made. Almost every agent has promised to call me back the next day but none have. Even now I am waiting for a Client services Team Leader Natasha to call me back - I was told she would call me back in 30 minutes and it has already been an hour and still no feedback. I have wasted hours of my life which I should have been working trying to get Discovery to meet their financial and legal obligation. The service I have received except from Thapelo has been absolutely appalling.