Urgent Downgrade request not actioned...

I have been trying to downgrade my medical aid package from Classic Priority since 23rd December 2020 to Keycare plan as from the 1st of January 2021. I have submitted all forms requested by the call centre agents which I had to call at my own expense and Hold for countless minutes. First agent told me send us your Keycare Income form, sent that. Phoned Discovery to follow up, Next agent says oh please send us a downgrade form ( which the first agent didn't tell me was needed) I sent that. Several days pass, I called Discovery to follow up, their agent, oh please send us your 3 months bank statements as the bank confirmation letter you attached ( as requested) will not suffice. Sent bank statements. Several days pass, guess what I call discovery again spoke to an agent kept me on hold again for almost 30 minutes and kept asking for reference numbers. At this time I have to search through my already congested emails bearing in mind that discovery send a do not reply email response to every email with a reference number... and I have sent them several emails at this stage. Finally I asked the agent, please trace this query and call me back once you find out what the issue is. She promised to give me a call just after 5PM, did I get the call? No. The next morning I see an email from Kishalya Naidoo - forwarding my query to COMMISIONS - I left it for a day hoping that they will get in touch, nothing. I followed up with an email only to receive an email stating that they have a lead time of anything from 2 days to 7 days. This for something I submitted and confirmed received on the 23rd of December 2020. I am at my wits end and I don't understand what is going on. I believe Discovery is delaying my downgrade request in order to debit me the higher amount at the next debit order since they bill in arrears. I have been clear that I want to downgrade since 23rd December 2020 and now we are the 13th of January 2021 and I am still on the higher package. This is broad day light *******. Please downgrade me or else let me look for another medical aid. I will not be billed for a package I have asked to be downgraded from and was confirmed by several agents that there was no issue in downgrading at this time.