Unpaid monthly Payback for December.

My December monthly pay back is not paid but the premium was debited even before debit date. My premium was even increased due to change of address because I relocated from Mpumalanga to Jhb. From the 17th I've been in contact with their customer care and to my surprise the agent couldn't differentiate between their Monthly Payback versus Cashback bonus. Whenever I contact them I'm told that the matter is escalated to where I'm in limbo. I send them call backs as per one of their benefits but to receive a call around 16h50 knowing very well that their offices close at 17h00. Their App to track trips is always miss behaving disqualifying trips, so freezing trips and their IT Dept can't be able to assist when you call in. The Company is touting for more clients but their systems are not in order can't handle the high volume of their client tel.