Decline of change of option

The company that i work for did a restructuring and which included a salary cut ,my wife as also lost her job and she need medical aid the only way i can afford to pay for a medical aid,I must downgrade from a standard to primary option . I have been sending emails to bonitas with all my infomation that they have requested (Ref 110917QBXGLG - 110917QBXGLG - ********** 6070 [MI ********** 35] ) with this response from the Fund Manager {Your request was reviewed and has been declined. You may change your option during the open period which is from October to December every year} i do understand this process but the i can not afford the standard option this is why i need to downgrade to the primary option because then i can afford the medical aid , A colleague of mine downgraded and his change got accepted why is this ? Please can someone call me today on ********** or **********