Discovery Life lack of service will cause me to cancel Bank & Insure

I called Discovery Life to upgrade my Vitality from Active to Premium. 1. When I took up the policy, it was not clearly explained to me that there was a difference between active & premium vitality 2. I was not given the opportunity to take up premium vitality at sales stage 3. I called the call center when I found out about this and requested the upgrade and was advised I would get an email once it was activated 4. I instead received a quote to increase my life insurance (not what I requested) but I signed the quote and sent it back the same day 5. when I initially called to request the vitality upgrade, it was not explained to me that there was a minimum requirement for vitality premium 6. Each time I called to find out the progress of my vitality upgrade, no clear answers were provided to me 7. I was called on Saturday 03 August at 10.35AM. the person who called me asked if I was the one who emailed for vitality (no security check was done to confirm identity etc.) she said she would then process my request 8. On 05 August I received an email from Discovery Life that information was requested from me at 4pm 9. I called Discovery Life on 05 August and this is when I was informed of the reason why my life insurance had to be increased, I asked what the outstanding information is that prompted the email and the lady confirmed that everything was in order and that my request would now be scanned and processed.

My question is why does it take me calling so many times to get information? Why is discovery not forthcoming with processes, next steps and timelines? I have been waiting for this upgrade all this time. I'm not impressed with the service I am receiving and believe that Discovery Life will mistreat my beneficiaries if something were to happen to me. I also now doubt that I will receive satisfactory service on my Banking and Insure products due to the poor service I am receiving from Life. If this cannot be resolved, please proceed with canceling all my products.