Where's the personal touch? Disappointing to say the least

After having been a member of the Coastal Saver plan for longer than 10 years, my ex-husband downgraded to a lesser plan 21 days ago. I am in the fortunate position where my son will add me to his Coastal saver plan with immediate effect but Discovery says NO - this will be an "upgrade" 21 days later after loyal membership for years? I am only eligible in 2027. I am prepared to pay in whatever amount to rescind the 21 day downgrade but all agents say "this applies to all members" . No one is able to transfer my call to the underwriting team. There's just a standard blank wall approach - no understanding, no empathy, no attempt to actually assist - they just follow the script. Discovery, you can do better! After the 1000's we have paid? Seriously? I am past disappointed and disgusted with your blanket approach.