Terrible Service

why is it hard to get assistance from discovery administration?? Last week Tuesday ( 05 Feb 19) I sent an email requesting to change my medical aid plan from coastal saver to classic smart plan , i was asked to send a proof of residence which i did on the 6 Feb 19 , The email was forwarded to Billing Specialist to confirm if all was in order , which she did confirm . The following day i received an email again from admin saying that the plan cannot be actioned cause my address has not changed , meaning i haven't moved from coastal area , i asked them to clarify cause to my understanding Gauteng does not fall under coastal area.