Discovery, good at taking my money, terrible at customer service delivery.

I desperately needed my Vitality Active to be upgraded to Vitality Premier. I contacted my Discovery Life broker to request the change but to my surprise, I received no response to my mail. On the 11th of June, I contacted Discovery via telephone. The consultant I spoke to was very nice and processed my request and that was the end of it, or so I thought. Days had gone by and my request was still not processed so I made contact with Discovery again. The consultant informed me that the request had been processed and a quote of, R806, for Vitality Premier and my existing life cover, had been generated and was sent to me on the 11th of June. I informed the consultant that I had never received the quote and would appreciate if the quote could be sent to me for authorisation to proceed. The consultant informs me that he will log this request with the Discovery Life department and I should receive the quote within the day. I never received the quote. I then made contact again requesting this quote after which I was promised all the same things and still did not receive the quote. Yesterday, on the 23rd of June, I made contact with Discovery again only to be told that my request could not be completed due to my life cover premium not meeting the minimum amount to qualify for Vitality Premier and that a consultant should have contacted me via telephone to inform me of this. Really annoyed, because it took four phone calls of about 20 minutes each for someone to relay this information to me, I requested that my lifer cover policy be increased in order to meet the minimum required monthly instalment. I requested that the consultant escalate this matter to urgent as I urgently needed the change to my Vitality. But for the life of me, can someone please explain why I still haven't received the new quote for the increase in my life cover as well as Vitality Premier almost 24 hours later? When I initially took out the life cover and Vitality, a quote was generated within minutes and received by me within not even 30 minutes but a simple request to upgrade takes days on end?