Absa bank bad service

I went into the bank a month ago to take out a funeral cover. They have done everything over the phone and said my debit will go of the the 25th. So when it didnt go off i called the bank. Sunone said it wasnt captured so they will call back on monday to see if it pulls through. 2 weeks later i called back because no one called me. All they could say is they dont know why nothing is captured....