Bullies

I called multiple times to downgrade my plan after I resigned from my employer. I did not return the plan change form as I wanted the plan change done first. I am 100% sure one consultant confirmed my plan downgrade on 28/02. Asked one person to listen to the call recording. I disagree with her story 100%. I am requesting the recording to be sent to me. Why must I call multiple times and repeat myself to everyone I speak to? I want a refund as I requested a downgrade of my plan and to be downgraded. Must I ask for the same thing 100 times?