Pathetic service

I opened a funeral policy online with Capitec, the commencement date is the 1.08.2018 - i was expecting the debit to go off on the 27.08 as i requested them to debit on the 27th of every month. To my surprise the debit didnt go through. I went to the branch and was advised that although the start date is the 1.08, my debit will only go off on the 27.09. Yesterday i received an sms saying that i need to make payment to Capitec. I went to the branch and was advised that they tried debiting my account and it bounced. These are lies!! Capitec has not debited from my account - I always have money in that account. This is totally unacceptable, i need this to be sorted out ASAP.