My child has to be sick and dying for Discovery to help me

I have requested to cancel my membership and to receive cancellation however as the membership has been suspended due to unsuccessful debit orders (lost job due to lockdown), I am being told it is physically impossible to cancel membership. Even when I know that I will not have any funds in the account, I've been told to wait for the debit to fail again and wait a further 5-7 days for the membership to be cancelled. In the meantime, my child who needs medical care cannot receive this care because I cannot apply for alternative cover without the membership certificate proving withdrawal. All their advisors have told me that they cannot physically cancel cover because of the suspension, I went as far as the finance department. None of the people want to help me and instead I have been told to rather have my child in hospital (near death) to get any benefit of cover, and to wait for the system to allow Discovery to end my membership. My question is: did the system self-manifest and impose itself on Discovery or was it intentionally designed by Discovery to hold people to ransom when they want to cancel membership? Is it so difficult to get a certificate of withdrawal manually while allowing your finance processes to continue in the background? What legislation is binding Discovery to put a system like this in place? Does anyone at Discovery actually care about me and the situation I'm in at the moment, which I did not choose, or is money the only thing that prompts Discovery to do the right thing?