No reponse to emails sent to change my Medical Aid Plan

I have sent an email to Sizwe Medical Fund more than a week ago. No one responded to my email & no one phoned me. 2 days after my email was sent, I have received an email stating that they are pleased to inform me that the matter has been resolved. I have emailed again stating that the matters has not been resolved as no one responded to my email & no one phoned me to assist me. I tried calling their Customer Services, but the phone rings once & the the call drops. I have sent an email again today & copied the Complaints Department in the email. I am totally disguted with their service & this not the first time. I would really like to receive any assistance. I have been a member to the medical aid since 2004 & this is the service I receive. The matter is urgent. If they can't assist me or change my plan to a lower plan, thetmy can forget to receive their payment 1st of November as I won't be able to pay it.