My old aged diabetic mom's plan unfairly suspended

My old aged mothers medical aid has been unfairly suspended. Her pension pay out date changed to the 4th and her debit goes off on the 1st. When she called to communicate that to a discovery call centre, the agent told her they can debit on the 10th, but she has to pay double...why? They still did not debit and when she went to a discovery office in Port Elizabeth, they wouldn't let her in, saying that she needs to make an appointment. Now she received a message saying that her medical aid has been suspended. This is a woman under chronic diabetic medication and can need to be urgently hospitalized any time. Does discovery and its agents not consider such cases and exercises some kind of sensitivity. How is a pensioner expected to pay twice in one month when she is communicating that her payment date has changed!!!!