Refusing to downgrade my package

I called Discovery on 08 Oct 2020 as I need to downgrade my medical aid plan due to stressful financial difficulties. I was told that I would need to send my payslips, bank statement, and a Discovery Form which I was emailed. I advised the consultant that I moved to a new company and didn’t have access to my payslips, she asked me to send through my contract. I completed the form and sent back on Monday, 12 Oct (3 months bank statement, Contract and Discovery Form) I received an email on 14 Oct stating that the contract wasn’t clear. I scanned and sent another copy of the contract the same day. I received an email on Friday, 16 Oct stating that I would need to send through a KIV Form and 3 months bank statement. I rep**** and sent the supporting documents the same day (Bank statement, municipal bill, SARS letter and Keycare income verification form) I then received an email on 21 Oct asking me for an affidavit confirming if I had another additional income. I sent the affidavit, Income Verification Form and Latest Municipal bill on 26 Oct. I received an email now asking me for 3 months bank statement, signed asset and declaration form and rental agreement? I can’t fathom that this is the kind of service I am getting from a huge company like Discovery. I feel like I am being pushed from pillar to post and no one wants to help me downgrade my package. I am a father who is simply trying to provide for his child by cutting down on unnecessary cost and this is what I need to go through? Can someone please look into this and assist!