Medical aid cover suspended, when there overpayment!!

My mother has been sent from pillar to post, it is absolutely unacceptable. Her plan was changed without her consent from a premium that costs almost R2000 more. She has spoken to various people who have at every point informed her that the issue will be resolved, but now she cannot see her eye specialists for the second time this year because of this issue. Why? is it firstly so difficult to get a hold of someone at Discovery, for information to get to the person and thirdly why is her medical aid suspended when she has paid R1800 and there was a THIRD attempt to debit the R3000 premium she did not agree to and was not informed of. Her eyesight is deteriorating and now there are further delays to her care.

We have been warned too many times about the big fancy name but poor service. What's going on Discovery? I want answers and for this to be resolved, the stress is too much for my 62 year old mother.