Poor Discovery Support

I have a problem for a while now, went to Discovery store and spent 30 mins on the phone and person couldn't help so she logged a call. I received a mail with ref no and instructions to send back some info and screenshots. How on earth do I do that with a mail sent from NOREPLY@.. and I just spent the last hour or so to find a way to send the info. Also tried the useless Whatsapp chatbot. Please re- look at your support process where I never again have to try and tell a bot what I want. I give up