Terrible Service

I have an Extender fund as part of the Vitality Programme in which you are allowed to withdraw from. I called on the 1 October 2019 and spoke to a consultant who sent a query to finance to pay out the funds. I was asked if I had done a withdrawal and I said no. Payment would be in 7 to 10 days. I called on the 7 October to check and was told payment would be Wednesday or Thursday. Today I called as not yet received only to be told it would not be done as it can only be after December when policy is 3 years old. Neither of the first 2 people I spoke to told me this. While I accept that this is in the policy Discovery has an obligation to inform me when I called not once but twice. I spoke to Nash supervisor who was unable to assist. All he could offer was an apology and said consultants would receive training. Again though I understand, it does not help me at all as I had requested for a specific pressing financial need. This has now left me in a serious predicament. What I find most dissatisfying and upsetting is that Discovery Insure thinks it is ok to apologize and that's it. I have several products with Discovery and consideration cancelling it all even though it is will be at a loss.