Not so convenient.

I sent a request for my debit order to be reversed on the 03/07/20 to ***ca (I have previously done so and it successfully worked) Please also note that this was not the first request for this specific transaction. I called Absa life to request that my life policy be put on hold due to the pandemic I have been experiencing financial problems. The guy I spoke to at the call center said that if I automatically not have a payment go through the system will see it as some sort of holiday period. However my debit order did go off hence me requesting it to be reversed, which I did. On the 07/07/20 I received an email it was escalated to the relevant department. On the 09/07/20 I requested another follow-up. Received an email today 27/07/20 that transaction cannot be processed due to my email address not being valid. Really. Was there no one available to pick up the phone and call me during the 20 days of waiting for a response. Don't advertise a product or convenience if it is not working.