Where is Discovery Health's 'human side' ?

I was sent an email by Discovery Health as I had reached 80% of my annual family limit for Al**** The****utic services and invited to apply for Additional Funding.<br> Myself and 2 Health Care providers spent at least an hour each to complete the forms.<br> Submission was made on 22 October 2015 and an automated response was received stating the SLA.<br> <br> The SLA has now been breached, and the final feedback has still not been received.<br> A voicemail message on 26/10/2015 said I could expect a personal call - which has still not happened.<br> <br> Discovery Health is treating me like a number and do not seem to appreciate the emotional stress their 'lack of care' is causing me.<br> <br> The curt reply on the two previous applications indicates to me that there is no visible 'human side', to Discovery, but rather a quick brush off by picking a template for the email response that does not answer my question.<br> I do not require a essay about MSA, SPG and ATB.<br> Discovery has all my information on file, so they know my funding situation.<br> So, why send me an email to invite me to apply if it was not applicable?<br> <br> So please have the courtesy to respond to my email of 22 October 2015 - Mail ***#