Online chronic application system doesnt work

I emailed through to Bonitas a request to change debit order details. I completed the debit order request change form, and submitted all of the change documents (banking statement etc). All of which was done on the 8th of November.

Come the 2nd of December my debit order goes off of the wrong account and bounces. I phone into Bonitas to find that yes they have all my request documents but none of them were processed. I needed to then make an immediate EFT and email the POP through to credit control in order to ensure I retained cover. All of which I did on the 3rd of December.

This morning (5 December) I receive notices that I am no longer covered due to non-payment. After phoning through to Bonitas (AGAIN) I find that nothing has been done. My debit order details are still incorrect, and while you have all my emails, even the POP nothing has been done.

The call centre agent was very helpful, but ultimately all she has done is escalate the issue. ***!!!

Am I covered now or not, and how long does it take to change debit order details!!!!!!!!!!!