Overselling herself with no delivery

I approached Drieka Koen a broker for Bonitas for advice regarding my current Bonita plan and for her to investigate if I can downgrade my plan with my current condition this was 2 weeks ago. I received zero feedback, I then followed her up. She then only made an appointment with me for 1 Dec. I asked her will she still be able to downgrade my plan" yes bonitas has a baglock we hahave untill 31 Dec. Today with my appointment she 1st indicated no information has been received , 2min later I was handed a email that indicate she cant help me but I must visit my employers consultant. They already received this email on the 29 Nov at 12:18. I an unable to downgrade to a more cost effective plan that will still cover my current chronic condition. What poor service from her no integrity. Sitting for 2 days with a email. I could have resolved this matter yesterday.