Inadequate response to e-mail queries

On 20/01/2016 I sent an e-mail to Discovery querying Vitality points not reflecting for my son's gym visits (still aren't). I received no response. On 26/01/2016 I called the Call Centre and after waiting for 10 minutes I finally spoke to a consultant, Nombusa, who wasn't able to fully assist with this basic query and put me on hold again. The reply was unsatisfactory and unclear. I escalated my complaint to our company's in-house medical aid representative who has escalated this matter twice. After the first escalation I received a standardised reply on 09/02/2016 which didn't answer my query. Another escalation e-mail was subsequently sent on 11/02/2016 and to date, I haven't had the courtesy of a response. It is no use you phone them as you are put on hold for so long that you eventually disconnect the call. Now even e-mails aren't being responded to. This is totally unacceptable.<br> All I want is for someone to actually read my query & give accurate/correct feedback and not send me a standardised reply which doesn't speak to my query. How difficult can it be for them to give a proper, clear & concise answer? They're not delivering on what they advertise on their website