Cancellation not process as promissed

Discovery Health SA why are you giving us hassles with cancellations, my wife just want to cancel and move on to another medical aid but since Feb you have been instructed to stop as she has cover from workplace, you then asked proof of cover which we provided, then you tell me that it will take you 30 days(Calander days) from this month but we gave you instruction and provided proof of Cover. What is wrong with you people. You just want to get as much as you can. <br> <br> Discovery(One of your managers) informed me that I had to get this Medical Certificate from Netcare stating the Cover Start date of the cover then Discovery will backdate my medical End Date once they have this letter and process the cancellation. This was on 23 February at 4pm. Hence I requested the letter from Netcare and allowed the debits to go through. Now I'm sitting with Two medical aids and I'm informed that no refund will be processed and my cover will end on the 30th of April?