What shocking lack of service and no communication

My fiance took out a hospital plan with your company in Jan 2019, today 15 Feb she gets an email to notify her, that her membership has been suspended. When I contacted the BONCAP department I was informed that her banking details was updated on 24 Jan and the same day a request for debit order was sent to her bank for collection of premiums on the 1st of Feb. We both are happy with that. But up and till today the 15th of Feb there was no debit order on her bank account for the premiums to be collected. She just got an email this morning notifying her that her membership has been suspended. I spoke to a very *********** lady by the name of Nayo Zakhe, she could barely hear what I had called in about and doesn't even want to listen to why I called. When I asked to speak to her superior, Shanaaz Naicker, I was told she is busy on another phone call. When I then requested to speak to the manager Carl Adams I was told he is in a meeting. (Best excuse in the world, I know, I use to work in contact centers myself)

Now my question is, why did it take Bonitas, 15 days, to notify us, that no premium was collected, now we have to **** up our budget to try and check if we can do a double debit or premium payment via eft for the end of February 2019.

The broker we used, I don't even want to say how shocked I am, with the lack of feedback from her.

Now I want this to be sorted out, as a matter of urgency, or it will leave me no choice as to take this to the Ombudsman for Health Insurance.

You can contact me on my cellphone to discuss this matter