Unauthorised change of health plan

My partner joined Discover Health in June 2016, on Classic Saver. In 2023, he went for surgery on his shoulder and had a R10'000 co-payment for the hispitalisation. Now he is having another surgery, and been advised of another R10'000 co-payment. On investigation, we have found that he has been moved to Classic Priority, since 2021. We have phoned (and held of in excess of 20 minutes each time), simply to be told this is being escalated to management. Discovery is unable to tell us WHO changed, this, and on whose instruction, neither do they seem to be bothered with sorting this out! This needs to be resolved asap as we are going to continued fighting this to get an answer, as this co-payment would likely not have been necessary on Classic Saver, seeing as his surgery in 2020 had NO CO-PAYMENT!! Membership no. *** Shaun Botha