Bad service from Discovery Insure

I previously gave Discovery Insure a good rating as I felt the consultants went the extra mile. I have recently had a change of heart. I made an inquiry on my Excess Funder Account (EFA) on the 16 March 2019. To date I have received no feedback. I always get told that the finance department is working on it. I spoke to a consultant who said she would call me back. On one occasion I called Discovery back and the consultant said she was very busy and clean forgot. She then said she would call me on the Friday (06/04/2019) to give me feedback and she did not. As previously stated I still don’t have any answers from the 16 March 2019. Today is 13 April, almost a month later. How does the same query stay open so long? When does a query get escalated? This is very unprofessional. I have sent numerous emails and have not received any positive response. All I keep getting is a new reference number. Poor customer service !!!