Unacceptable Service Regarding adding a dependent

I have been a loyal member of Discovery Medical Aid for 14 years, along with my family. In 2023, my wife secured a job that required her to have her own Discovery membership plan, which she did. However, she left that job on February 4, 2024, and since then, I have spent numerous hours on the phone with Discovery, only to face ongoing delays, miscommunication, and a complete lack of assistance.

Despite following Discovery’s request to have my wife’s previous employer confirm that she no longer works there, this confirmation was ignored. Instead, Discovery has now shifted its stance, falsely claiming that adding her back to my plan constitutes a mid-year upgrade attempt—even though her previous plan was at a lower tier than mine and was employer-sponsored.

Every interaction with Discovery has been frustrating and unhelpful. No one takes responsibility, and I am repeatedly passed around between agents who either provide conflicting information or attempt to shift the blame elsewhere. There has been no genuine attempt to resolve this issue, only excuses and a blatant disregard for customer service.

This experience has been unacceptable and goes against the level of service one would expect after 14 years of loyalty. I expect this matter to be resolved immediately by reinstating my wife onto my plan without further unnecessary delays.