WORST SERVICE EVER!!!!!!!!!!!!!

I recently joined a new Company. I asked that my Med Aid be transferred to my new Employer. I was asked to complete some Transfer documents and get my HR to complete it and email it through to Discovery. This was done around the 19th of February 2025. Well its been over a week and I got no feedback from Discovery. So today I decided to call Discovery to find out what was going on. I was greeted by Ntando who was very unhelpful. She tells me that there is a document missing so I am not re instated as yet. Why did it take for my call to them to discover this. Discovery did not alert me to this issue. Had I not called in today, I would have not known this. Further to this, I was extremely upset and I asked Ntando that I am considering to maybe cancel Discovery Med Aid due to the poor service. Her response was, I can help you with the cancellation. So instead of trying to keep me as a customer, she would rather help me to cancel me as a client.....Absolutely disgusting. I was told to upload my documents via the Discovery website and follow the prompts. Which is not user friendly. The issue is that why is Discovery making it so difficult for clients to transfer their Med Aid. I told Ntando that I can simply just email her the completed documents as to which says no. It has to be done via the website or HR. This is so shocking. My main concern is that now I need to wait 3-4 working days for this document to be confirmed. I am a Chronic patient and I need my Meds. So Discovery Med Aid in my opinion does not take their clients needs first. You guys need to make clients feel at ease and dont make life difficult for us. WORST SERVICE AND ATTITUDE EVER!!!!!!!I will be reviewing my options of other Med Aids going forward. Ntnado.....do not make it difficult for customers. Hear their needs and assist politely. Your attitude stinks. You cannot work in a environment that requires you to help clients