Discovery management do not care

I have been a loyal client of Discovery Health since 2005. I was always billed in arrears and when I got divorced at the end of last year and changed to a different plan, I was assured by a Discovery consultant that I would be debited a single instalment at the end of January (I still had to pay my final instalment in arrears at the end of December). I was then billed a double instalment at the end of January and when I phoned and spoke to two different consultants they said there was nothing they could do as my plan was now defaulted to an advance billing structure. A third (and helpful) consultant said she would escalate the query to higher management to see if they could continue billing me in arrears as I am newly divorced, a single mom and I have a handicapped child. This consultant phoned me on Saturday and told me that she STILL had had no feedback from management after emailing and escalating the issue on Tuesday and Wednesday last week. Does Discovery not care at all about their clients and worse still, do they just ignore issues that are escalated for their attention? I have paid hundreds of thousands to Discovery over the past decade!