No feedback to request

I need to change my plan urgently due to being retrenched. I was incorrectly informed to cancel my plan and I needed to re-instate it and the same time downgrade it. Information was given through to broker but no feedback received (didn't receive feedback from Discovery as yet) . I then sent an email myself yesterday to the Executive Office. There is just no urgency in my situation as I had no feedback (not even an acknowledgement that my email was received or being attended to). I am in a very stressful, time and money constraint situation and yet there is no urgency from Discovery Health's side. This is totally unacceptable.