Poor service and feedback

good day I have been member of Discovery health since 2012 and never had a problem with them, since this you struggle to get throw to the call center and have to wait for more than 10 minutes to be help, Discovery service at the call centers was quick. I am struggly now for the latest 3 weeks and emails send, phone calls made and still the inquiry hasn't been resolved. On several emails with the supporting documents still haven't been resolved. I have been told Discovery will call me back, consultations had returned some of the calls and I being told they still on the enquiry. I am not the first client that is been having the problem with feedback on any inquirers. Discovery seems lately not to care about their members at all. why do I as member of Discovery have to phone in ever day looking for answers and no feedback,