*******ly changing my my membership

I have been a bonitas member for a few years but I got to expensive to maintain my membership for my family since I was the only bread winner. Thus in 2016 I requested for a hospital plan only for 2017, I send in all the paperwork on time to bonitas via my company. Come 2017 I realised that they never did the changes. They have been charging me more for this year than the previous year and never moved me to a hospital plan only. I contacted my HR department and they confirmed that everything was submitted on time to bonitas. They contacted bonitas but till today they have be dodging this complaint with unproven allegations. This far its has cost me more than R10 000 and still there is no unformidable end. Please can anyone assist. regards