Rectification of Back Brace Charge

We have a pending matter with Discovery whereby they took our entire savings to pay for a back brace which was supp**** while I was in hospital. This was the alternative to a back operation which would have costed them much more. We have submitted the motivation letter from the treating doctor as requested on 05/02. We have not heard back from them since then. My husband has sent numerous follow up emails but to no avail. I guess this is what you get for being a faithful member of over 20 years.