Great product & offerings but terrible customer service experience (this time round)

Sick and tired of false promises.

Honestly, I think the 'product' is fantastic and really offers a lot with the Vitality drive if you drive well, but I am REALLY unhappy with the 'service' I am receiving from Insure - or whatever department my query keeps getting sent to without response.

Been waiting over a month for money to be paid back to me for a car seat I bought through the Car Seat partner using my Vitality Drive discount. My initial discount voucher did not adequately reflect the discount I qualified & I was told to submit the receipt to Discovery for refund. Since, I've had at LEAST 3 consultants who have PROMISED to call me back & sort out the issue, have emailed them, phoned them & threatened to review them here - and nothing.

I keep using up my airtime waiting on the phone to follow up & receive more promises from someone else - only to get a different excuse as to which department is at fault and why it wasn't processed correctly and that the matter has been 'escalated' again (it's been escalated at least 3 times??) and that I will get a call back the same day for feedback - followed every time by no response and me needing to call back once more.

I sent an email to Insure containing these concerns mentioned above & that I am soon going to review like this on HelloPeter - only to receive communication that they will be in touch and still have not been.

I really should not have to fight like this to get a refund for something that was a Discovery Insure System error in the first place!!