Flaxicare and Debit order repayments

I was on the Flexicare membership at Discovery and decided to upgrade my Membership. I was quite late in the month, so I understood when the debit order still deducted. I immediately made contact with call centre to correct this. Firstly I was on hold for 40 minutes before I was assisted, then I finally spoke to someone, just for them to tell me I need to send an Email. After 4 days, I recieved an reply back, saying I need to wait 7 days before they can start the process. I sent them my Bank Statements 9 days after the DO went of. It is now the 13th and I still haven't received any email back on the statement, even though I have sent numerous email requesting feedback. This is the worst customer Care that I've ever had