Useless call centre for a simple request

I have called the call centre more than 10 times today alone. Everyone just keeps telling me they have to transfer me to Staff and the call either cuts, or goes to another agent that has to transfer me to Staff or the person who picks up puts me on mute and doesn’t speak. I mean how hard can it be to transfer a client to Staff? I used to be a Discovery Employee and cancelled my Discovery Health Policy last year, I now need to rejoin as my partners dependant and would like a certificate that proves that I had an Essential Smart Plan Policy. I have sent an email and I received an automated response with reference ***. I didn’t want to take the email route as I wanted this to be sorted ASAP! It looks like clients get help on hello Peter, because the call centre is so useless.