Lack of customer care and non-disclosure

On the 29th of January I sent an e-mail to Discovery life requesting my joint Life plan *** to be cancelled and provided reasons, and my vitality to be linked to my health plan.

This was not implemented, in fact nobody bothered to even respond to my request. No, in March I discovered that my Vitality was also cancelled. I called immediately, and was advised that it would be reinstated as of the 1st March. What they failed to disclose to my was that, this will be a brand new vitality, and I will lose all my points and current status. I have now been downgraded to blue from silver. How on earth can you do this to a client and not explain it. I am besides myself and I would like this to be resolved immediately. My goal was to reach Diamond. How is this practice in line with TCF?