Discovery health medical aid

I have been trying to verify my income on the keycare plan since the 11 December. I have made more than 10 calls to discovery to assist me. Finally on Saturday the 23 December I received assistance, the consultant sent me a medical aid certificate which serves as proof on the my medical aid contributions based on my income. Today I received a message that states a much much higher amount than my conversation and correspondence on Saturday. I tried calling for 2 hours and no response. I tried till the last second of their operating hours. I needed to ensure I speak to someone asap cos the deduction will be going off on the 02 January. Can a consultant assist me. Being put on hold for more than 2 hours isn't the way a contact center should operate