Discovery Medical Aid Useless and refuses to add Mom and Baby to Plan!!

My daughter upgraded from Keycare Plus to Classic Delta Saver and after having to keep paying in every time she saw a Doctor or got medicine etc she decided to downgrade back down to Keycare Plus. When she cancelled the policy the lady was going to downgrade her immediately but the main member wasn’t available to do it. She said no problem he can phone in or downgrade online. They downgraded online and nothing happened? We phoned and were told to go to Keycare plus was an upgrade and my daughter and baby couldn’t be added on till end of this year? No one ever informed my daughter that she couldn’t go back to Keycare plus as it would be an upgrade? She upgraded to classic delta saver? Why is discovery so ***********? Why won’t they upgrade her both are network covered medical aids there isn’t one that is an upgrade!! They just refuse to change her back to her original medical aid. And now a newborn baby and her Mom have no medical aid because Discovery refuse to help even after listening to the recording where the lady wanted to change them to Keycare plus. They also never phoned me back as promised after listening to the recording??!! They keep pushing me from keycare plus to new business since 16th February and nothing has been resolved. This is unacceptable we need discovery to sort this out immediately! They are a useless medical aid