Discovery Keycare verficatio of income disaster

I am a Discovery Keycare member. You pay according to your income bracket. I started a new job in January 2025. After consulting with my broker and a Discovery agent, I had to wait for a new proof of income letter and salary slip before completing the income verification link for the lower income bracket installment. I did this on 27th of Jan. It was submitted successfully online. After following up a WhatsApp agent days later, he could not find documentation. I re-submitted on WhatsApp and per email numerous times with at least 3 online agents. When I follow up with an agent on WhatsApp they cant find documentation although I received an email that documentation was received. They still took max bracket income installments in Jan and Feb 2025. It is almost half my salary. I have sent complaints and only receive ref numbers. According to my broker. who contacted them on my behalf, they refuse to rectify this. This is not fair. I can see on my app that the new instalment for March is now rectified to the lower income bracket, thanks to my broker. I have not even received any documentation to confirm this from Discovery's side. I have been a member since 2018 and never missed a payment and hardly claim. They should invest more in customer satisfaction and fairness.