Discovery is useless

I've been trying to change to cheaper plan since June. I was told to speak to my advisor at hippo. It took more then a week to get a response and when I did it was horrible service. I send my paperwork and got no feedback. I phoned Discovery eventually telling them about the poor service I got my paperwork and resend them only to be told I can't upgrade as cut of was end June. I DON'T want to upgrade if anything I wanted to downgrade to a plan I can afford as it is mostly for my infant baby Incase she gets sick. Discovery is quick to get new members but they don't give a flying hell about the customers they already have.