Pathetic service

My husband sent me a screen print from his phone as his the policy holder, that sms states the debit order was unsuccessful, when I called and spoke to Ntukane he said that an automatic tracking naedo has been place on the policy and dial direct can take the money any time. I told him this is a whole lot of bull as I've instructed telephonically when we signed up for the debit order to go off on the 25th from my account, not at one time when we spoke to the consultant who signed us up did he give us this information, now Ntukane says go read your terms and conditions and send bank statements, now I'm saying if Dial direct doesn't reimburse my R65 for the unpaid debit order by end of this month then you lost a client as there are many insurance companies ready for us to be there client. Pathetic service rendered when your insurance company doesn't stick to the clients debit order date.