KeyCare department incompetence, wrong plan and premium after change

I am extremely disappointed with Discovery, specifically the KeyCare department

On 21 August I called to do a plan change and submitted my information for income verification, I was told the premium would be R2100 based on my income

During that call I first spoke to Brian, who did not explain the benefits properly and only confirmed unfavourable details after the change had already been made

I then spoke to Kayla, who raised her voice at me while I was raising a complaint about how the call had gone

I was then transferred to an escalation manager, Rakesh, who assured me the option would be changed back to my previous plan, Essential Dynamic Smart

The call got cut off, and another consultant called me back to finish the process, giving me reference number Plan change ***

Today I received a membership certificate showing I am on KeyCare, now in a high income bracket, being charged R3306

I need to be changed back to Essential Dynamic Smart with immediate effect, this should have been actioned already based on what Rakesh confirmed on the call

Reference number: ***