Capitec's terrible service

I was retrench in July. I contacted Capitec to query the insurance on my credit card. I completed the necessary documents. The agent at the bank said it will take 3months for them to finalize the insurance as they are busy. Obviously, not receiving an income and not knowing when I will be employed again. I disputed this time frame as I would have to pay for the installments in these months. He advised that I call the helpline and speak to a manager. Which I did on the 9 July 2020. She then advised me that she will do a block on my account so that I wouldn't have to pay until the insurance is finalized. On the 25th of July I was debited and again this morning (25 August). I am absolutely appalled and disgusted with their service. I have been paying for the insurance and when a crisis like this arise I would expect that there would be no issues for the insurance to cover!