Quick to debit, but not pay out

I am still waiting for my Life Integrator Payback which was supposed to be paid out in April. I called the first time to find out the delay and was told that it was supposed to be paid out already and a submission would be made to get this done. I was informed that it was still with the actuaries to determine what the exact amount was, even after she just said it was simple calculation. The second time I called it was with Finance, and I would get feedback as I complained that I'm tired of following up...ok. Today I get told its with the actuaries and finance....so which is it? The guy I spoke to was also just so blaze about my frustration and just kept saying there's nothing he can do. Why do I have to follow-up when your process is broken? <br> <br> ***. which I only got when I called the 3rd time.<br> <br> The only reason I support Discovery is because I have a very good financial advisor from there, too bad the products he sells have one huge flaw (besides pricing) - CUSTOMER SERVICE!!! (I have shopped around ). I will be cancelling a few products because I can no longer remain loyal to an organisation that is not loyal to me!! 5 years lost....