Disappointing service from Discovery Vitality

I've had vitality for years now through my life cover and my 2 boys have always been beneficiaries. two years ago i joined the discovery medical aid and again the boys were on my medical aid and had vitality. 4 months ago i moved jobs and had to join a new medical scheme and then my boys benefit was cancelled because we no longer had the medical aid. inquired with my broker and the call center, i was told that i need to get them on my profile again as now my vitality had moved from a medical aid back to my life cover. i did this in august 2019 and submitted the necessary birth certificates etc. i was told that the benefit will be effective 1st September 2019. in September without double checking that this benefit was activated, we went to the movies and boom! they did not have this benefit. Called their call centre and i was told it was not active and the digital card updated with the new card numbers. October tried it, and it was still not working. to cut the story short, today the 8th Nov, the boys still do not have this benefit after speaking to at least 5 people in the last 3 weeks. finally escalated the matter to my financial advisor on Monday, and i was told it would take 5 working days to sort out. today being the 5th working day. i phone them and it still cannot be done, their turn around time will be an additional 2 working days. this means that we still do not have the benefit that i am paying for after two months and noone seems to know how to help.