Discovery Delaying Contact So Customers Pay More

I decided in early May that I would like to change to a different plan. I contacted Discovery via the email portal on their website and received a response a days later for someone else that was mistakenly sent to me in reply to my message. I again sent them an email to inform them that it was a mistake and I am still awaiting feedback regarding my request. No response. I then contacted their social media team (who is by far the most competent and helpful employees at Discovery) from here I was finally put into contact with someone and while I attempted to make arrangements to change and get back onto a medical aid, any arrangements or plans I tried to make were rudely refused and the reponses stopped coming once again. Now, in June, I once again attempted to change my plan and stay with Discovery but , again, after sending an email, I received no response. The social media team assisted, now Discovery responded saying that I need to pay extra costs. I made my intentions clear to move to a different plan in May but because of a delay and frankly a refusal to help from Discovery you are now attempting to force me to pay extra for something that I wasn't even using because of your *********** staff? Or was the delay actually intentional and this is how Discovery forces people to pay more?