Worst Customer Service Ever

On Tuesday the 03/11/15 I called Discovery as i urgently needed to see a doctor in Johannesburg I spoke to a CCA after he had given me the doctor's details I asked if the doctor was dispensing, after realizing that the agent had no understanding of what i meant I escalated, After thirty minutes of waiting i still had not spoken to a manager and asked for an immediate call back however this never happened. The next day I spoke to a manger and explain that i had now been financially effected due to the lack of training of the CC agents who plainly advised that the medical aid wont cover this as I was out of savings however I explained to him that as per their process this is covered should the doctor be dispensing as i had been informed when i called in September to find out what cover I had left, Eventually i spoke to his manager she denied me transcripts to my calls and advised must come listen at the center, I refused as this is not my error at which she said she would find the call and get back to me within 5 - 7 working days her attitude was disgusting with a tone to be desired. Today is the sixth working day doubt anything has been done