Unhappy with service and response

I have requested that I be moved from my husband's medical aid with Discovery to my own profile and a higher option. I did this in January and thought all was well. I received a call yesterday from Discovery (about 3 weeks later) to say that they cannot action my request. They said that you can do it within the month of January (I submitted mine on the 30th), but it seems that mine will not be allowed. The first caller tells me that they work 365 days a year, so I raise this with the manager, then the manager says that no, they do not work on Saturdays and that is why my request was not actioned. The first caller had all my details wrong and did not know what he was talking about, making me think that they are only now looking at my request. Then they say that the reason why I only hear from them now is because I do not have a financial advisor. I AM ALREADY A CLIENT!!!WHY SHOULD I PHONE YOU TO CHECK UP ON YOU. They also say that the underwriter would not approve it. I am not moving from a different medical aid altogether, I am already a member wishing to move to my own plan in the month of January. I am extremely upset with these poor excuses and need a competent person to phoneme