Poor service

I have requested a letter that confirms my benefit towards optometry with Discovery Medical Aid. I requested this letter on the 28th of June and I spoke to Robyn-Leigh Hearne. I was told it takes 24 hours - expecting it on Friday the 28th. I am still waiting! I am in a hurry to get new spectacles but I need the confirmation letter of the benefit amount before I can proceed with the claim. In the meantime I must struggle with sore and irritated eyes because Discovery's staff are not doing their jobs.