Debit Order Issues - Worst Accounts Department

The problems with Cool Ideas started beginning of Feb 2021 with debit order issues and it has not been resolved. I am on an automatic debit order payment with them and for the second month in a row, they did not deduct any amount from my account. Why, I asked them with no answer to date? When you phone them, be sure you have plenty of airtime available! I also opened a support ticket on the self-portal system and they don't answer that before you call again to follow up what is happening with your unresolved query. Then all of a sudden you get an influx of emails and replies on the self-portal system with conflicting answers. Then they warn you that your service will be cut because your account is in arrears?! Then they ask you to make an EFT payment, after they told you they will deduct the premium the following day from your bank account..........?? Worst service ever from the Accounts Department. Unhelpful assistant no. 1 dropped my call after spending R50 on airtime. Second assistant was rude and kept interrupting me. How many chances do you give a company before you move over to another service provider?