Poor feedback from Discovery

On 7 March I emailed Discovery to ask by how much (percentage)the medical aid premium would be escalated for an 84 year old woman who has never been on medical aid. I had been told by a financial advisor that any contribution would be increased by 75% for such an individual. A Discovery employee responded by sending an attachment of the 2016 contributions for all the plans. I responded and informed them that my question had not been answered just by sending the attachment. Another employee responded with an explanation of the circumstances in which penalties and late joiner fees would apply (which I know) and again failed to answer my question. Why is it so difficult to answer? Why do I need to feel like I am trying to squeeze blood from a stone? Could Discovery perhaps please employ more knowledgeable individuals so that clients can get an accurate once off answer!!!