Same cast, different scripts

<p>I am an existing member and wanted to downgrade because of financial reasons. I spoke to a consultant in client services who informed me that the downgrade would be possible if my membership was not active. She sent me the application forms to complete for the downgrade. All the forms were completed and sent back, upon following up I was informed that the downgrade is not possible. I cannot afford to be without medical aid. Of the 2 consultants, who has misinformed me/ or is not willing to assist me?</p>