Impossible medical aid plan change

Tried every month for the past 4 months to change my plan since being unemployed. Spoke to a different consultant each time and was promised that the right department would contact me. Received an e-mail requesting proof of income?? I phoned back to explain that I had none. Every phonecall is costly as one has to hold through countless automated options, so by the time you have spoken to a consultant, you have spent 7 to 20 minutes on the call, and they cannot phone you back due to high call volumes?? All this while paying the highest medical aid premiums available. Could someone at Discovery please take charge of this as my patience and airtime have both run out!