Bad customer service - Great agent to the rescue!

Please give Sha**** Mhlungu her flowers! I was about to give you guys a 1 star rating (since I can't give a negative zero) before my call with her. She has redeemed your business after a terrible customer experience and zero assistance from another one of your agents named Siphokazi Masinga. My debit order bounced and I immediately made a manual payment after receiving a link from you guys (6 Jan 2026), a week or 2 later, Auto & General still made attempts to debit my account (even after I made the manual payment), leaving me in bad standing with my bank since I didn't have the funds available for debit at the time. I called in (16 Jan. 2026) and Siphokazi was the agent "assisting" me and she advised I send her my bank statement and all the evidence I have to prove I made the manual payment. I did so, and 4 working days later (22 Jan. 2026) I followed up with her on the matter since she still hadn't acknowledged my email. She responded to tell me that she cannot see the payment and that even in the month of December my debit order failed and I am owing. This is obviously not true and I'm not sure which bank statement she was looking at. I responded to her email to correct her and to this day she STILL has not gotten back to me. Her service was appalling to say the least, I hate having to give a bad review esp for a fellow african sister but this is totally not on. I called in again today (02 Feb. 2026) and Sha**** came to the rescue and sorted out the issue in less than 10mins.