PATHETIC AND BAD SERVICE

Poor Poor Poor Service!!!!! Since they have been growing at a fast pace their service has become BAD!!! Due to this the customer is suffering! As my complaint is to long I will give it in short. This matter will not only stay here it will go further!! In January 2019 I changed my plan but found out that my friends daughter was buying the Duromin on the same plan as I, she was being covered with about R70.00 and when I called they said they don't cover, NO consistency. I queried then on the 3rd January 2019 if this will be covered on my new plan and the lady I spoke to said yes it will be covered and I will pay R10.00 per item on my prescription. When I went back to Clicks to purchase this they said sorry Discovery does not cover this and I said they told me that they do and that I will only pay R10.00 per item. They told me to follow up with Discovery of which I did. They informed me that they will get back to me in 3-5 working days. Which did not happen. I called on the 17th Jan 2019 to follow up and they said they will pull the voice recording. On the 23rd Jan 2019 still no one had called me to give me feedback so I called back and the gentleman I spoke to said they would pull the voice recording. I explained to him that we are wasting time as the last lady told me the same thing and I am not going to purchase this item for the full amount if Discovery told me I will only be paying R10.00, so they need to speed this up so that I can go purchase this. On the 19th Feb 2019 I called back and once again they said they would pull the voice recordings (this is absolutely utter ******* - how many times does this have to be done?). I explained to every person I spoke to (which I have all the names) that this should of happened long ago. We have wasted so much time and I could have gone to get this item if I just knew what the hell is going on. Then they told me sorry we cant help you cause you never purchased the item. First of all, please explain the consumer rights here!!!! Who is right and who is wrong. Second of all, I do not purchase any item from any store if there is a dispute on a price, the price first gets sorted out then you purchase the item. How on earth must I first buy something then try fight to get my money back. The whole process was prolonged by Discovery due to the fact that the customer service NEVER CAME BACK IN PROMISED TIME!!!!! Who the hell is to blame here!!!!?????? What kind of medical aid is this when they will not assist you due to THEIR mistake, first of all and second of all you let one patient buy the same item at a discount (who is on the same plan by the way) but you must pay in full?????