No Service Delivery for blocked drain

I phoned Discovery as I had a blocked drain. They forwarded me to their HomeAssist programme/department as this service is free for a callout of a plumber to fix my issue. The plumber came on site and informed me that the drain pipe is crushed and needs to be excavated and replaced. I told them to send the assessment report to Discovery to see if this is covered. After a few days of no feedback I phoned Discovery who put me through to their HomeAssist area. They informed me the call was closed. I asked how was that possible as I still have the blocked drain with no feedback from anyone. She told me she would immediately escalate to her manager to resolve. Waiting almost a full day with no further feedback, I decided to phone a private plumber who within 30 minutes unblocked my drain. The water was smelling bad and running all down my driveway. They reported no perceived crushed drain pipe. <br> <br> Thus Discovery's service provider gave me the wrong information. A private callout fixed the issue, which I obviously had to pay a lot of money for. <br> <br> This is totally unacceptable for such a company. I believe that I should be refunded for the payment made to the private plumber