Paying for an MSA that I cannot use

I am very disappointed in the level of service I have received from Discovery Health the last few weeks. My daughter, Aimee, went in for an approved procedure. The hospital got the date of authorization wrong which meant that Discovery didn't pay for the procedure from my hospital benefit but rather drained my MSA. Since then it has been multiple phone calls to Discovery with agents committing to get back to me who never did. I phoned this morning for probably the fourth time and had another agent committing to get back to me within two to three working days. Problem is, for the last three weeks, my MSA balance has been R0. So I am paying for a service that I haven't been able to use for almost a month now. I also feel that if an agent commits to getting back to you and they don't, that is unacceptable. Especially from Discovery who pride themselves on good service.