membership cancelled without my knowledge

I joined through an employer and after resigning I called in for my membership to be moved to private capacity. This call was made on the 26th of November. The lady confirmed that it was indeed moved to private capacity and she would send me the change of banking details form which she never did. I made a follow up call requesting the same thing and the lady assisting me didn't seem like she knew what was going on because she kept saying my membership is in conservation, I asked her to check with billing if November's premium was paid and her answer was vague. I called for the third time and this time I asked to speak to a teamleader. I was informed that I cannot be transferred to a TL but would be transferred to a manager instead. I believe that I was then transferred to another agent and not to a manager. Nancy promised to listen to a call and give me feedback before the end of business last week Friday, I guess we all know what happened there! No feedback from her. She also promised to send me forms so that I can make a manual payment and to date nothing has arrived. This is by far the worst kind of service I have ever received. Its the festive season and I cannot afford to be