Medshield inconsiderate to a pensioner

My mother had requested closer to the end of last year to have her medical aid reviewed by which she was moved from a much cheaper option to an expensive one. Upon reviewing her finances and after 2 premiums went through she has noted that she cannot afford the increased premiums as she is a pensioner and it leaves her with nothing after the premium goes through. She has tried on multiple occassions to speak to Medshield to have her premium reviewed to her old option and after having written letters and numerous phone calls, she has been told today that she cannot change back to her initial affordable option. Upon calling the call centre and enquiring how someone who cannot afford to pay the monthly premiums isnt given any options and told there's nothing she can do about, she is left to fend for herself with the remaining pension income which leaves her very destitute. How can a company so big and meant to cater to everyone's needs be so arrogant and not able to review someone's premium if they mention they cannot afford it? Can someone higher in the company please contact us to assist as this cannot be acceptable at this day and age?