Fedhealth poor customer service!

Fedhealth will not let me upgrade my medical aid to another plan and will not assist me with any other alternatives. The only feedback that I received was sorry you have been declined due to our scheme rules, I have been paying the monthly premium each month for over a year and have not been able to use my medical aid as my needs are not what is covered by my plan. I email and no one responds and when I eventually do get one it is completely unhelpful, I have also tried to get hold of the brokers at Wellworx to discuss alternatives but no one ever comes back to me!