Pathetic Service given by Bernie Boggenpoel <***> of Discovery

I'm quite perturbed by the level of service I have received from Bernie Boggenpoel ********** who is the Credit Controller in the Billings Services for Discovery.

So the whole process of getting Medical Aid for my sister in law has been a tedious affair starting with uCovered because every time we got appointed to a new consultant, they have ended up leaving so we don't know who exactly is our current consultant.

My wife reversed a payment of around R6000 from Discovery as that was the incorrect amount that she was debited for. Upon querying the R6000 she found out that there was Vitality that had been included in the amount which was an error on uCovered side as we had asked that no Vitality be included.

So that got fixed and a new amount was sent to us by Bernie of R5794 which was still too high compared to the quote that was received. I sent Bernie an email saying to please load the debit order with the correct amount on the 21st January 2019.

Today is the 29th January and there has been no reply or communication from her regarding the debit order that i asked her to process. So i took it upon myself to call her to check what is happening and from the get go of the call she was rude and arrogant and she even said to me over the phone "sorry for being blunt but this is not my problem to solve and that i must contact customer service" and while mid call with her she basically just cut the call and transferred me to customer service which is so unprofessional and i think that she owes me an apology as all I'm trying to do is resolve the issue.

Is this the level of service that a Discovery employee offers to a paying customer?

I have all the correspondence between my wife, myself and Bernie and she claims that my wife's emails were rude. I can forward all the correspondence and please tell me if they were rude?

I'm appalled at the level of service that I received from Bernie Boggenpoel and all i want is for this matter to be resolved and i believe that an apology from the above consultant is deemed necessary.