Pathetic Chronic Customer Service

Two months ago, I went to collect my chronic meds and was told to make a co-payment. Previously there was never a co-payment. I paid this amount to receive my meds. Then my dr changed my blood pressure meds which was approved and I had to pay this as well. I submitted both claims to Discovery and after two months I only get one payment. Then in this week, I get an email stating that they cannot resolve my issue cause the email address im corresponding from does not correspond with their records. Funny thing is, they have been replying to me on this email address all the time! Now cause of POPIA they use that excuse! All I want is my money. Two months is long to wait when I was promised 5 working days!