Incorrect premiums debited for 8 months!!!

My father (policy holder) registered a complaint concerning a request to decrease his monthly Life insurance premiums.

The matter was investigated by 1 Life, and the feedback is as follows: As per our system we can confirm that you contacted us on the 04/08/2020 to have your disability portion removed from your cover and the consultant assisted with this change and the new premium was confirmed to be R260.46 effective 01/09/2020. However your premium was changed by the system to R543.66; we are currently investigating what the cause of the change was and as soon as our IT department have concluded the investigation we will revert back regarding the way forward and the refund(s).

Concerning the consultants failure in contacting you back as promised, we have escalated the concerns to their respective line manager's and the necessary internal measures will be taken to ensure this does not happen again.

We still do not have feedback as to when the 1 Life will contact my father (policy holder) with regards to this service failure and have the premiums credited to his account. Furthermore my father is a pensioner who has used valuable data and airtime to try and have this resolved but with no luck.

This has caused unnecessary distress towards my father and the family. This needs to be escalated to the highest management!