Troublesome Discovery

When effecting change in cover spent around 25 minutes on 25 February to implement changes. Next day received email of outstanding payment after the quoted amount was paid. Consultant was helpful and competent. Followed up via email but only received same reply of outstanding payment. Phoned them on 2 March and explained problem. The consultant kept me on the phone for more that 30 minutes and then said that the 1st consultant will contact me. This lady was not competent at all and appeared to be either new and or not interested on assisting. Then received another email for payment. Contracted discovery again on 3 March. Consultant was helpful and competent. And after explaining situation again she said yes she could see Al the changes on the system and assisted with activation and sorting payment out. Even though this too another 43 minutes was glad that at least there was a knowledgeable person to assist. But how come that an organisation such as Discovery does not a system and or staff that can deliver one stop service or even better and quicker response.