policy quirie

I opened a funeral policy with capitec last year june early where I insured me and my daughter and later went to mend it and insured my two parents the insurance was supposed to debit on the 27 july but it didn't I went to the branch in bok street on the 28th of july as when I woke up I saw on my capitec app that the next debit order will be on the 27 august I went and asked the consultant that what does that mean when it has not debited yet then she said its going to debit on the 27 august in august when it was supposed to debit I had no money in the bank due to financial crisis I experienced that month and I received an sms saying they went to debit but there was no funds,in september 28th I went and to the stateway branch to ask how much I owe I wanted to pay it then it was said I owe R481.90 which I believe its one month areas and the current(september) installment in october I went to pay on the 26th seing that it doesnt debit anymore on the date I have told them to debit on which is the 27th I paid it even asked the consultant that its not going to debit on the 27th she said no then on the 27th when I wake up I see an sms with a debit order R240.95 I went and reversed the debit order as I know I paid it on the 26th then the areas started showing up I went to goldfields mall to quirie the areas (Mr Desmond ) helped me in november and since it was said I will get feedback I did not get it ,so this year in february I went to state way branch (Miss Vuyoleth) helped me untill she got a respond that the email regarding the matter was sent to bok street branch to (Mr Tshidiso) which he was the acting branch manager by that time she called him and Mr Tshidiso asked her to tell me to come to his branch in buiten street I went there starting from the 19th untill 22th twice daily with no luck finding him there I left my contact details everytime I went there for him to call me when he is back but he did not untill the on the 22 I found him there asked me questions and I answered and he said to me he is going to give the regional manager the informantion by the end of the 23rd business the manager will call me but still today I have not received any call I feel this people are not taking this matter serious as it is to me what should I do?