Quick to take money not quick to help

In January 2015 my debit order ran two days earlier than was supposed to. when I received the sms that it had run - i tried contacting the pretoria Branch and myb broker Rifiloe to ask why and to discuss the option that it will be returned. the number I dialed had a message on that it does not exist. the debit order was returned and costs incurred by me. on Feb 25th a Noluthando Sicholo phone me from JHb asking how will I be paying the outstanding amount. i informed her that i have been trying to get hold of someone for over a month and that she can double debit. she sent an email stating that she has forwarded email to Pretoria to find out who my broker is as rifilwe is no longer in the employ. to date i still have had no feedback. on the email she sent she also had the wrong policy number - someone completely different to me. this makes me wonder whether i am paying only for my insurancee or if someone else is ***gy backing on my payment??? i phone the JHB number again today and spoke to a Jane who did not have the correct Pretoria number and put me on hold to try and find it. i phoned the pretoria branch to speak to the Manager Kiki v Rooyen and have had no call back .