Very disappointed

In November of 2023 my son turned 21 and fell off my medical aid plan and took his own, but the premium comes off my bank account. In December of 2023, a vitality consultant contacted him, to discuss vitality and to see if he was interested, because he could get a 2 month free trial. 01/03/2024 the debit order went off my bank account which was more than the previous months. When we investigated this, we were told that vitality was included. My son advised that at the time he received a call , he advised the vitality consultant that it sounds nice, but if he wanted to join , could he do so himself on the app, of which the consultant responded "YES". Now taking that into account, when we called Discovery last week , we spoke to a vitality consultant that advise the he would need to listen to the telephonic voice recording and it would take up to 3 days and it will be sent to my son's e-mail. The three working days has now turned into 6 working days and we have not been contacted. Having said this, i had just enough money in my account to pay the initial premium, and unfortunately the medical has been placed on hold as the debit order bounced, due to this payment . This is not the only issue i have had with this medical aid, however i do not wisht to elaborate, but if i have to i certainly will and will provide proof. The reference number we got was ***. The date the complaint was lodged was 03/04/2024, today is 11/04/2024. Discovery did not even have the courtesy to inform us in February to confirm if they should or should not proceed with the vitality, even though my son said he would do it himself if and when he is ready. I want this complaint addressed asap, I want to hear the recording asap, and i want a way forward in this matter.