Bad Customer service and dayight *******

Talk about making a bad experience worse. I have been with Discovery from 2015 and have never missed a payment until Covid-19 hit and the country was under lockdown. I called to find out what options are available since my salary was affected as a result and I did not want to cancel the contract. The consultant informed me that I had an option to request for an income review which I opted for and she sent me application form. I found it somewhat strange and very deliberate by Discovery to make this process as difficult for me as possible because I was asked to produce my municipal account as one of the supporting documents for this request, what did that have to do with anything? It took a while for me to put together the requested documentation because resources were very difficult to get due to the lockdown. I have submitted and eventually my premium adjusted to the wrong salary scale. Despite the promise by the promise by the consultant to contact me, she still hasn't and my attempts to contact them are unsuccessful. As a result Discovery keeps making attempts to debit the premium from my account which is costing me penalty fees. Can someone do their job and assist me with this.