Bad experience

Yesterday an agent assisted me to update payment on the 2 funeral covers policies. I asked to make debit order for the 1st of every month, obviously to deduct from 1 Jan as it is now up to date. However, the debit orders went through yesterday as well. So today I called Capitec to get this sorted, the call centre transfer me to collections, then they send me back to call centre. This happened 8 - 10 times, like I am a ping pong ball. Check recording on my cell ***. Eventually my airtime run out. I did not know it is not toll free. Why is it not toll free. Matthew said he will transfer me to someone who can assist like a manager but the call cut off (?). I called again, this time from my other number that luckily still have some airtime. Still waiting to be assisted.