Resolution taking long and causing problems

I am very disappointed with Discovery Health resolution time especially taking into account that they deal with people's health. I logged a query about the payment that was made from my savings instead of a hospital benefit that resulted in depleted savings. They said it should be resolved in 3 days and now it's almost 10 days without any resolution. I keep on calling and the consultants are friendly and say they will escalate it, but even now still nothing has been done. I need this to be sorted as I can't even use my savings due to this. It's disappointing