Worst customer service

After struggling for more than a week getting information about a plan (which I only got after complaining about the bad customer service) we still decided to go ahead and send through an application. This was the worst decision we have ever made. The first application sent through was the 30th of November. (Ref ********** 496) The 3d of December I sent another email asking them to please send me a letter of confirmation to state that they have received and application for me to be added on my partners medical aid in order for me to cancel my current medical aid. (Ref ********** 097)

I called the Tuesday asking if they received my email as the turnaround time is 48 hours. Consultant checked on the first reference and advised it was closed. (which was the initial request so now the SLA only starts as of from the Monday) Second reference is in progress, she also advised if I stated in my email iro the letter of confirmation if will be attended to. Again she advised me on the turnaround time and that a consultant will contact the main member. Wednesday my partner got a call advising him that they are still currently busy and asked to confirm his ID/date of birth. Friday 17:49 07/12/2018 I received an SMS advising the following AFTER I SPECIFICALLY ASKED FOR A CONFIRMATION LETTER : "Discovery Health has received a request to activate you on another policy but you need to be withdrawn from your existing membership. Please contact your HR." I called Saturday morning only to be advised there is no team available to assist with application queries and that I should call back on Monday. Called on Monday AGAIN and the consultant said she has to log a request and cannot advise why it was not attended to as I stipulated it in the email and also advised that this confirmation will be sent within 8 - 24 hours. I still have not received anything and the turnaround time has already passed the 48hours it should have initialy been. Consultant also advised me after I sent this form to my medical aid I have to follow up with Discovery to check if they have received everything on their side. Am I not the client? Why should I be reminding you to service your client? Very bad customer service, I really hope this one of your focus points in the new year!!!