Monthly Premium Reduction declined

After 3 call back request on the 15/09/2020 the gentleman call back and he said he doesn't have a mandate to reduce a premium and he escalated to the senior consultant. On the 16/09/2020 Lerato Mathabe call me and she said that she cannot reduce my premium and she didn't gave me a reason. I told her that I really need for my premium to go down because my finances were affected in a big way by pandemic as we know that the whole world was affected and she refused. I have been a loyal client since 2013 and I was really treated unfairly. This is unfair and unprofessional practice. I think they are taking Advantage of the vulnerable clients and they don't care how they treat them. Please help urgently. Policy number 240674xx