Capitec is not a bank but a tuck shop!

I am very disappointed and distraught and very emotional as well. I have been with Capitec insurance since 2019. My app have been saying I am on arrears and my policy has been up to date I decided not to pay for Jan as arrears keep going up even though they have been debiting. I have went to branch, called customer care and even lodged a complain on Twitter (X) but still no solution. An entire FSP failing to simply update a system! My worry is if I cancel and reopen a new policy I will have to be put on waiting periods again! I am crying out for help really!