Medical Aid stopped due to mistake by staff members

I have been retrenched by my company I have asked my Financial Advisor to downgrade me from Classic saver to key care plus which I was told has been done I have an email to confirm this was downgraded and I have be now move to the key care plus from 1 Aug 2021 after meeting with my FA in August to sign a few documents I asked her to confirm she said rep**** yes I then told her I was not debited she said it was paid already by my company and I would just have to pay from next month which I then asked Rolene Chetty my FA is she sure she confirmed yes and I then asked for the debit date to be changed to the 26th which she said that will be done. On the 01 September 2021 I was debited R7200.00 which I was then shocked I contacted my FA who said she will get her PA Trisha to check at this time I knew the debit order was going to bounce seeing that I am not working and I do not have that amount in my account. I then called discovery I was told I was not downgraded on Monday 06 September the debit bounce bare in mind I am a heart patience and on chronic meds I now cannot get my meds due to this issue not being resolved which now has a payment issue which is around R3700 reason being my ex employee reversed the payment but take note in July I was told by discovery I have a credit of 3600 + which is for the payment I made into discovery's account knowing I am unemployed and I have to pay my own medical aid discovery paid me this amount into my bank account saying my company paid this now its a mess I was contacted by discovery saying my medical aid is on hold due to outstanding amount of 3700 + I have paid this months prem to discovery but now this has boiled down to being my fault now its being escalated to a manager who's name is Grea myburgh and I have been told every time I call its being looked at I have no cover currently I have been with discovery for 20+ years and this what happens when staff members do not do they work. On Thursday last week I was asked for documents affidavit bank statements and so forth to fix this its also most a week later nothing is being done. I have also mention I will make a payment arrangement to pay the outstanding amount monthly due to me not working but all to deaf ears.. I cannot get my monthly meds or anything because discovery made a mess up and its my fault and me who has to bare the brunt. All I ask is for this to be escalated to the correct person to be resolved ASAP.