Unreasonable explainatons

I have my medical aid with discovery. I also have my mums medical aid she is on the keycare plan and all I am doing is changing my banking details for the debit to run .discovery declines this as I am a non consented party .I am paying for this medical aid everything is in order .except my company changed names and the emails have changed just the company name and discovery refuses to assist me with any changes .they want to speak to my mum who is away from today on a cruise.they outright refuse to assist which I find difficult to understand...i am confirming banking details to make sure discovery received the money and the call centre agent tells me if it is unpaid I should rather go eft .is this service for real. Come on discovery ask the agents to use their brain.if my company changed their name and everything else is correct why is this blown out of proportion.