Discovery pathetic service

I'm trying to assist my elders to downgrade their medical aid to a lower cost plan as they can no longer afford their current plan. If you go onto their profile online, its impossible to downgrade the plan as they describe. I requested the discovery consultants a thousand times to contact my elders. No one made contact with them. I am FED UP with their service!!!!!!!! I need someone to contact my elders URGENTLY!!!!!!!!!!! They are old and need help, but you guys are just taking advantage of their situation.