Denied a service I am paying for

After leaving my job I decided to downgrade my package to key Care plus so that I pay less. You would think it's easy. Long and short of it is that I still pay the same amount of R2500 per month for key Care plus. I tried to have this corrected so that they either drop my payments to their R900 for key Care plus rates or keep me at the R2500 Saver package before. To be denied any of the changes shows the level of disregard on discovery for their client. I am made to pay 3 times more for a less comprehensive package and denied the valuable package that i am actually paying for! Is this right?