Inconclusive response

I want to change from the Saver essential plan to a lesser plan cost wise which is Smart Classic, I sent an email asking how do I go about to make the change, the first response I got was that I cannot upgrade at this time as the cut off was the 31st of December 2016. i sent a reply email asking how is it considered an upgrade as I am currently paying R5221 and on the Smart Classic plan it will be less with no savings? then I got a reply which I found very unhelpful from Keeran Nunkumar "The plan change from Essential saver to the Classic Smart is not allowed".seriously, a one line response? What are the reasons? which plans can I downgrade to? more information showing willingness to assist would have been appreciated. My preferred method of communication is email so I expect to get detailed feedback as I would when I call, what is the email facility for? Why is Smart Classic considered an upgrade when it has no savings, has co-payment, has restriction in terms of Hospital Network? I want to pay less from my current plan that is the underlying issue, and I have taken the time to read through the plan and benefit schedule. Can I be provided with more clarity regarding this?