Service is a joke

My niece was a beneficiary of an education benefit for 10 years after the death of her mother. The benefit ceased in 2018 and My niece app**** for NSFAS funding which was declined. We were advised to appeal the decision and I sent an email on 23/1 to Discovery's GEP department requesting confirmation of the duration and that the benefit had ceased. I received a reference number and assurance that I'd be contacted within 2 days, I followed up on 28/1 again, no response.

31/1 I then called Rodrick who had been assisting us with GEP claims in prior years and he advised that he no longer worked in the GEP department, to which I responded that he should've responded accordingly so I could identify an alternative contact. I then called GEP (31/1) and spoke to Mpho who assured me he would send me a letter, 5/2 Mpho resent the 2018 letter sent by Discovery to the UFS confirming amounts paid for the 2018 year and contained one line that said the benefit would now cease. I advised Mpho that the letter had incorrect details and would not suffice for purposes of appealing to NSFAS and he advised that he needed another day to which I asked to be transferred to Gareth Whyte. Gareth sent an email with the required information and advised that he needed to route the letter through his Compliance department before issuing a formal letter. I followed up with Gareth on 8/2 and he advised that he's still waiting for the Compliance department and might have it Monday or Tuesday. This is unacceptable, even if Rodrick had left the department, the generic email address was included in all comms and someone who worked in the department should've received and actioned my request.

My niece's registration date was last week, she cannot complete her registration without clarity on funding which cannot happen without the appeal process being started. A mere letter indicating duration of the benefit is holding up the entire process, what was Discovery doing since 23/1? Why must they be prodded to do their job?