Upgrade and downgrade without communication

Requested to upgrade our plan to Flexifed 3 within the required 30 days after my wife fell pregnant. I requested an Option Change due to a life changing event and followed the steps. Initially, we didn't select the right option whereupon we were informed accordingly by an agent. We then did the process through the Fedhealth App. On 10 November 2022 I called an agent who confirmed that we have been upgraded and that we should be on the upgraded plan from 1 January 2023. Later, I received a confirmation letter that our Option has been changed and will be effective from 1 January 2023.

On 11 November 2022, I received a mail stating that our request has been received and that they require the information we already provided. Due to the slow response from the past mails and communications, I ignored this as it was under a different reference number and I thought it was a late request/mail.

As mentioned, I already received confirmation that the upgrade has been received, so I ignored this mail. I tried to download the new card numerous times, but the application freezes as soon as you try anything, except transferring money from the vault.

On 15 March 2023, I managed to get my card on the application, however, it still stated we were on Flexifed 1. I sent a mail on 15 March 2023, and after no response, on 20 March 2023, I called and spoke to an agent that asked me to send a mail, which I did without receiving a response. Today, 27 March 2023, I again called Fedhealth. I was informed that after the option change was approved, it was revoked, as the agents wanted to proof.

I explained that I did not receive communication that the upgrade was revoked and was under the impression that the email the next day was delayed response. He asked that I provide proof, however, I am unable to provide proof that I loaded documents on the Application as it doesn't log it for the user.

The entire upgrade was requested because of a life changing event, not for a yearly upgrade. It was never requested for any other reason. The forms also indicated that it was due to a life changing event, so how was it approved initially and then revoked without communication that it was revoked?