Disappointed in Gems

I have asked for a change of option from Ruby to Beryl on 08 February 2023 using USSD, I then received a message from Gems that my request for change of option was received.

I was told it's going to change in March, so in March the amount that was deducted was for Ruby, which is too high for me, hence the change.

I called and complained and was told to email my complain with proof that I requested change, so I did and attached the sms from Gems that I received as proof. Gems did not respond to my email.Then in April still the amount was still for Ruby.

I then went to Gems Braamfontein Branch to query, the consultant was so helpful, he asked me to hand write my complain and attached my proof(sms from GEMS), and he send an email escalating the matter.

I waited for Gems for a week or 2,still no response from them, I then called and was told that I am still on Ruby, I explained my story and was promised that my query will be escalated. So today I receive a message from Gems that "unfortunately my option won't be changed as my application came after the closing date"

I am soooo disappointed , emotionally and financially drained. Driving to Gems every now and then, is a waste of my time and petrol😞This is soooo frustrating