CUSTOMER SERVICE SUCKS!! NOBODY ANSWERS THE HELP LINE

I checked what I pay for regarding medical aid. start and plus is about less than R100 difference.

I chatted to someone oline who was talking to me like a robot and so unhelpful.

I was made aware that I am unable to upgrade (give them more money) but I can downgrade (give them less money)

I said this makes no sense, online it said i can call and make the changes, I call and wait for 20mins, and nobody answers, I went back onto the site and it now says i cant upgrade

I asked the person online what if i cancel my medical aid and rejoin using the more expensive one, she says not possible

How can it not be possible

how are people so unhelpful

since when does a company not want to take more of your money??