Negligence of Discovery system leading to clients liability?????

Good Day, *** I have paid my premiums monthly (Insurance and Medical Aid)(not missing one month). I cannot except the feedback that my claim is “on hold” or “declined” due to a system error of Discovery Insure. I Phoned on 26/08/2023 to get a quote to move over to annual payments. On 06/09/2023 I phoned to activate the annual premium. I was told the premium will go off in 24-48 hours. I received a confirmation email that it is a debit order. Phoned again on 11/09/2023 to ask why it did not go off – was told it will go off in 24-48 hours – still nothing. You consultant: Sbu Columbia confirmed on 20/12/2023 at 10:30 that this is an issue Discovery has experienced with the system, this is therefore not at my fault! I cannot expect to be blamed for the negligence of Discovery. Please urgently contact me with a date when my car will be repaired. If I didnt phone in today to get feedback then nobody would have contacted me to provide me with the status of my claim, is this the client service at Discovery??