Option change

I am a pensioner currently on the Standard select plan. I sent through a request for option change with a motivation, on the 20th May 2025, as i was requesting for a downgrade to Boncap. I was adviced the turnaround time is 20 days which ended on the18th June since then I have been sent back and forth between the 2 departments, Bonitas is telling me they have sent it to Boncap, and Boncap is saying they are waiting for a "spreadsheet" from Bonitas, when we contact Bonitas, the consultants tell us different things, some say the spreadsheet was sent, some have never even heard of a spreadsheet. I have over 15 reference numbers, each one promising to escalate with no feedback. Today 02/07/2025 I contacted Boncap and refused to speak to anymore consultants, I requested for a team leader, after the consultant named Precious refused for the longest time, I was put on hold for 30mins, and eventually Fetchner a Team leader, came on the line, and told me the same story of waiting for a spreadsheet from Bonitas, i requested her to contact the team leader from Bonitas herself to i find out about this spreadsheet, she advice she would try and will call me back after 3pm. No one has called since.