Unauthorised surname change (among many other mess-ups in the last 4 months)

I have experience nothing short of shocking service from Discovery between 20 December 2023 and today (16 April 2024). I have been a member of the Discovery Health Medical Scheme for almost 10 years, and following my marriage in September last year, took the decision to move over to my spouse's medical aid policy as a dependant. The request was submitted on his end to Discovery, and no contact was made with us regarding any steps to follow on my side. On 5 January I contacted Discovery to find out the progress of our request and was assured that it would be honoured (there were some things that I needed to sort out with my employer in order for this to be actioned), and that it would be backdated to take effect 1 January 2024. After a ton of back-and-forth, including a request to submit my marriage certificate, the matter was eventually "resolved". I received an email on 08 January 2024 stating that my policy would be cancelled effective 31 January 2024 (not 31 December as I was promised). Nonetheless, I left it at that and didn't have any fight left in me.

At the end of February 2024, my husband received his salary slip, he was livid when he discovered that 2x my premium was deducted, i.e. there was no communication that while my medical aid contribution was paid in arrears, his was paid in advance. Pathetic communication (or lack thereof) on Discovery's part in my opinion. Again, whilst being disappointed, we took it to the chin and thought that the worst of our problems had been resolved, and moved on.

A few weeks ago, I noticed that my last name had been changed on the Discovery app to my husband's surname. None of my legal documentation has this surname on it, and I did not grant consent for this to be changed, which I think is an incorrect process on Discovery's part. I contacted Discovery to request a change on 09 April 2024. After a 20-minute phone call that wrapped up with me insisting (and waiting on) on receiving an email confirming my request to change my surname back to my actual surname, I received an email stating that the change request would be processed within 2-3 business days. Today is 16 April 2024 at 5pm and my surname still reflects as my married surname on Discovery's website and app. Despite the terrible service I received from the start of this entire saga, my main concern is that I have had to consult medical practitioners and am concerned that the surname I am giving them does not correlate with what is captured on system at Discovery, as well as the anticipated hassles I foresee coming as a result of this.

Please URGENTLY address this as the client experience has been appalling and I am losing faith in what is supposed to be a leading healthcare service offering.