bad service received

Good day,

I requested plan change in November 2023 and got confirmation on the 7th November 2023 that the change was successfully processed. To my suprise the contribution amount remained the same even after I got the confirmation, then I enquired via the chatbox and was told that the request was later rejected because I did not provide them with a form signed by HR. Fedhealth was able to communicate that the change was successfull, yet when they chose to reject the plan change such was not communicated. I sent through my complaint to have it resolved with no joy. I got a call from the lady by the name of Antoinette on the 16th January who requested that I provide her with a signed form, same was done on the same day yet yesterday I got an email from the Members department that the request is declined and I have to provide them with a motivation and the signed form for consideration.

I really fail to understand why am I being penalized for their own incompetence. It is not my fault that someone did not do their job and I do not work for Fedhealth wherein I will know the processes for the changes that needs to be effected on the customers account. I did my part and all I want is for the plan to be changed with immediate effect. There is no way I am going to remain on a plan that is above my budget.