Discovery Invest - To complicated for even themselves

I've requested information on my Fee Payback amount that I will get when I lower my premium. It is an amount you get paid every 10 years. It was then forwarded to special request and somebody phoned me that did not seem to know exactly how it works.

I then email them again with a request for more detail information and after 9 days nobody has even bothered to get back to me.

I think discovery has made everything too complicated that not even they know what is going on. I've just sent through my cancellation forms.