Absa Idirect not helping clients

I have a policy with Absa idirect and for some reason they did not debit from may 2025 for my car insurance. On 14 august 2025 I called them to ask who cancelled my policy with them. I spoke to Nomfundo and she said the policy was still active and she will write a note to collection department and she said they will call me to arrange how i will pay the past months that i did not pay. Which shocked me because a policy that doesn't get money is automatically cancelled.

But I did not dispute the fact I waited for their call but on 15 August they debited my account the amount of R 10 948 without a call or arrangement. Called them 18 august and spoke to Lucky Khoza who we came to an agreement that they reverse R 8 221,54 and i will pay the difference in october when we receive our bonuses. Nothing happened and on the 26 August i called back and this time i spoke to Tshireletso Masikane she told me she can see Lucky's note and she sent another note on top of that she called Lucky who said that he will make a follow-up and call me back before end of business but no call till today.

I want to know why is absa punishing me for their system fault and I'm the one who made them aware of it but they punish me for their mistake.

At this point i feel like they are not willing to help me and are not bothered by this situation. Even after agreeing that i will pay them, they must give me the refund and we continue as agreed with Lucky Khoza or they pay back all my money because in actual fact the policy lapsed from May because they where not deducting for my cover.