Pathetic Business process

<p>I called Discovery on the 24th of April 2017 and spoke to Ragmad ,requesting that the commencement date for my dependants be changed to the 1st of June 2017, the consultant said an enquiry has now been opened and that I would get a call back once she get's a response from the Underwriters. On the 25th I called back and got Lauren who checked the status of the enquiry told me that the Underwriters are asking for Proof of Membership,she was great on the phone and gave me two email addresses to ensure that she can action it quickly.</p> <p>She told me that it would take upto 3 working days to resolve the issue.I called in on the 28th of April 2017 to find out the status, got through to a feisty Aviwe Mazantsi, who had a condescending tone and she told me that the commencement date for my dependants has not been changed and that she can't do anything because it is an enquiry opened by Lauren, when I asked to speak to a Team leader she educated me about their process , stating that as per their process the person who opens an enquiry is responsible for it and no other person works on it. I asked what if then that person is not actioning the client's request, why is the client subjected to waiting on the one person. I then again asked for a Team leader, she placed me on for so long I had to drop and then she called me back and sounded so ****y when she told me that I asked for a Team leader and then dropped, she then said Althia Alexander will speak to me and said "Have a good day and a great weekend bye" in a sarcastic tone. I don't get how someone can say this to a frustrated client, how about "I hope the issue gets resolved or Sorry I couldn't help" or something more fitting to my situation. What I don't appreciate is that I contracted with Discovery Health, and to hear people pushing blame and responsibility to others is concerning. To know that I now need to rely on one person to resolve an issue that I have with Discovery really ****es me off.I though all employees at Discovery would understand that they operate as a unit and they represent Discovery and therefore should not distance themselves from responsibility. The Team Leader Althea Alexander promised to monitor the case and gave me a Ref number: ********** 058. She sounded as polite as Lauren.Discovery have another look at your internal process of resolving client's issues.</p>