Lack of service and communication by Discovery Health

In October 2022 I phoned Discovery to end the membership of a family member that is living overseas since 2021. Although this is a family business and there are only 3 members left, the Discovery call center refused to help me an forced me to work through a broker. They gave me the name and the phone no of the broker. The instruction was given on 26/10/2023 to remove the member - but its seems this was only done in Feb 2023 - resulting in 3 months deductions after the instruction was given. A reply from Discovery to the broker on 01/11/2022 confirmed that they received the request. The payment for this member went off from November 2022 till Feb 2023. I have tried to phone the broker several times to solve this issue- but she doesn't answer my calls- and Discovery very conveniently does not take any responsibility for the actions of the broker they told me to use. Speaking to the call center is a waste of time. Every time a call is made to them another consultant is going through the story - with a different answer - and no proper feedback is given. We find the service we got from Discovery in this regard absolutely and utterly unprofessional.