Inadequate payment process

I'm extremely dissatisfied with your payment management process, which has significantly impacted my life. Last year, in September 2024, I paid R1000, which was supposed to cover five months' worth of premiums. I continued to pay consistently, including in February, without missing a single premium.

However, issues arose last month. On March 21st, I made a payment of R200, which should have covered my monthly premium. But, to my surprise, my account was invoiced for two separate invoices on March 26th, totaling my monthly premium, despite the payment made on the 21st. The second invoice was then charged on March 27th, resulting in my account being in a debit balance.

I've sent multiple emails to your accounts department, copying Noleen, and received numerous calls raising my concerns, but nothing has been done to resolve the issue. Instead, I've been told I need to make a payment without addressing my concerns. I even took the initiative to cancel my debit order and pay via EFT, but this request was ignored.

It seems that your company prioritizes collecting money over providing a positive customer experience and addressing frustrations. I'm extremely frustrated with the lack of attention to my concerns and the apparent disregard for my experience as a customer.

Yesterday I received a letter that if I don't pay my service will be cancelled. Please investigate and revert as I am even considering to cancel your service which I was happy with all these years.