Poor support for doctors trying to assist patients

As a medical practice, we have been trying to add our doctors to HealthID to better assist our patients. We are already contracted by Discovery and hence do not see why this has been such a problem. For the past 6months (half a year!) we have submitted, resubmitted, and once again resubmitted numerous documents on multiple occasions. Each time we query why it has not been successful we get transferred from one agent to the other and end up having to restart the whole process. After hours on the phone with numerous agents, we are once again back to square 1 - after completing the process more than 3 times already!! Still, no dedicated assistance by anyone to help us resolve the issue, we just get passed on from one agent to the next. We have now taken to hellopeter as a last resort for further assistance. All the reference numbers are available - please assist us for the sake of our patients