Shockingly Bad Service

My medical aid is deducted from my salary. I activated vitality on October 2017. On December 9 my Vitality was cancelled due to non payment from my employer.Not wanting to loose my shoe booster and my other benefits, I made manual payment. My status was bronze. Now I am downgraded to blue because my vitality was reactivated on the 1st of December. Spent almost 2 hours with Discovery/Vitality people trying to sort this out.I have been sent to all the departments and now after nearly 2 hours they say only my HR should resolve this. This is shockingly Poor service from Discovery Vitality.