Membership Cancelled after making arrangements

I am no longer an employee at my company, I called Discovery to make sure my membership continues on a personal capacity. I completed a form and emailed it and assumed all is well as I can recall. I then enquired about my premium and I was advised to complete more forms. I called yesterday to confirm my membership and to my SHOCK its been cancelled. All the trouble making that call from mobile and waiting for 8min and listening to an IVR and had to repeat again anyway with the consultant - when the consultant transferred my call I had to wait another 3/4 minutes and I dropped the call. THIS PROCESS IS VERY FRUSTRATING AND DISSAPPOINTNG !!