Unhappy customer - discovery is bad

Good Day, I’m writing this on behalf of my mother. She is a discovery member and we have had some difficulty with their systems and processes lately. My mother had an issue on her account and unfortunately her payment to Discovery bounced back. We called Discovery and made a payment the next day so we could ensure her medical aid stays active as she really needs it. Another day or so later she receives an sms from them stating her ‘cover has stopped’ Keep in mind that she’s made every effort to ensure her account stays up to date!!