Great medical aid, poor customer service

I am no longer employed and need to change my medical aid to personal capacity. This was done, however I am now struggling to get assistance with income verification since beginning of October, this is a massive concern because we heading to my instalment date. I completed everything online just as I was told to do, I contacted Discovery again few days later to notify you and to ask what the next step is, the lady I spoke to said I need to upload proof of account and copy of ID , she then sent me two links. Link 1 was to change to personal capacity, link 2 was to add my banking details. None of the links gave me an option to upload anything so technically I am stuck in the same position as before our conversation. I also advised the same lady that I received several emails on the same day from Discovery and was sure where to send the copy of ID and account therefore I sent it to info@, however she said this won’t work and provided the links, which also did not work. Please help me