Pathetic Service

The IVR used by discovery takes almost 2 minutes to validate your call. And another 2 or 3 minutes to find the correct department and person to speak to. Then only after approximately 5 to 6 minutes can you request a call back, assuming that the agent does not cut the call, put you on hold and/or decide to ignore you like they did today. It took 16 calls today to both their chronic section and insurance to try to get some assistance. Maybe implement a quality assurance team to listen to your calls and listen to how your clients get treated by your staff...if you care.