terrible service from discovery

what a mess, my wife went to a specialist on the 14th of January, we were told by the specialist that we have to pay a Full R2650 upfront and claimed from our medical aid, i was happy with this, then the specialist rooms advised us that discovery paid everything except for R450 and we said okay lets pay that then, we took the statement and the invoice and we sent it to discovery for the claim, firstly since i was advised by the chronic department if we use a network specialist they will pay everything, we got the specialist details from discovery so we assume they falls within the network, i phoned in to dispute this and i had the pleasure to speak to one of discovery's Team managers who assured me that they will listen to calls and advise me and call me back, until today i have not received a call from this Team manager(where is the customer service), then this morning I received an sms from an old account from standard bank thanking me for my payment, firstly the amount is still short and secondly it was supposed to be paid to the provider and not me, only this morning i recieved an sms notification thank you for your repayment on your standard bank acc, this account has been closed for more that 4 years and also I typed a mail saying please contact me to update banking details, but yet it was ignored and someone else received money that was supposed to have gone to the specialist, today i was informed that i was supposed to have updated my banking details on the website which i cant do because the OTP number to aces the changes screen is my old number that was not in used for the last 5 years, technical department cant fix this they claim only vitality can do so, and vitality say it will take 3 days, i cant see how a simple instruction can be so complicated, very upset at the moment