Unacceptable service but Discover Health

I have greatly been disappointed the unprofessionalism at Discovery Health were my query has been hanging since the 7th of January to date. On the 7th of January I filled in documentation for special payment from my medical savings to settle 2019 medical bills. I was given a reference no: *** and on the 9th I got a response saying I didn’t include practice numbers on the documents I sent. I filled in the practice numbers and resend the documents same day from my work email as I used work printer to scan. I made sure I copy my personal email address on the email. I got reference no: ***. On the 13th I received feedback from Discovery informing me that they rejected my request as the documents I sent were not sent via an email address they recognize (meaning my personal email address). I responded and I asked how did they miss that I copied the same email in question. As hopeless as I was I went and did the right thing. As I had the documents already on my personal email I forwarded them to Discovery and received a reference no: ***. On the 15th I received feedback informing my documents were rejected due to them not being clear. The feedback was so vague as I didn’t know exactly what they meant by “not clear”. I asked myself, when they rejected them initially why did they not inform me that they were unclear at the time? I felt they are looking for any excuse not to assist me and also every time I would rectify what they asked me to they would put me still on the 3 days leadtime. I called Discovery Health on the 16th and got through to Vuyiswa, who went through the documents with me over the phone and confirmed every information required is clear and she didn’t understand why they rejected them. Still on the phone she typed an email where she told me she was escalating my matter and I should receive progress feedback not later than Friday the 17th. She assured me how she will ensure that I’m updated and I’m assisted. I never received an email or a call from her until today. On the 20th I called and got through to one of the staff, at the verification stage of my ID I was told their system was down so they can’t even transfer my call to Vuyiswa. I called later same day and whoever picked up the call put it back down same time. I tried again yesterday on the 21st and I got through to Siza at customer care. He couldn’t help me as he said feedback was sent to Vuyiswa and she’s the one who has progress report on my case. He told me she hasn’t started her shift yet but he sent her an email to call me and give me feedback. That was about 8:45 in the morning. Siza like Vuyiswa assured he will ensure that Vuyiswa call me and he will even give me a call back around 10am to check if she called me back. Neither Vuyiswa or Siza called me back the entire day. In the afternoon I called again, I got through to Thandeka in the Claims Department. Like always, I had to narrate my story to her. She told me when she checks the system she picked up when Vuyiswa escalated the matter she didn’t attach my documents and she needs to log in another escalation. I feel very much unfairly treated and disrespected as a paying client that internal issues of Discovery Health have to affect me. I am not being given a necessary attention as a client and worse I don’t get updated. I continue to waste my airtime holding for long to get through to them but at the end of the day I don’t get assistance. I was given a chance to switch medical aid provider at work late last year and I stayed with Discovery but now I’m full of regret. I ask myself how many other patients get this type of treatment and never voice out. I further question myself what does the Management say with a case that’s open for so long which apparently has been escalated and is a priority. I am simply requesting money from my savings, I’m not asking for money that’s not mine.