No service provision for no reason

On 23 December 2015 I called Discovery Insure to notify them that I had experienced ***** on my bank account and as a result my bank account was closed and new one was being opened so my debit order would need to be deferred until the bank had sorted out my issue. Discovery stated that they had logged it on the system. However, on 2 January 2016 the debit order went off my closed account and was dishonored. On 1 Feb 2016 I called Discovery to enquire what was going on and I spoke to Asa Mroleli. She stated that I needed to forward proof of ***** which I forwarded through. She then stated my monthly premium would change from R1693 to R4300+ monthly because I had not been insured and my debit order bounced?! I stated that this was the fault of discovery which she acknowledged and stated that there is no process in Discovery to deal with such matters so she will escalate and revert with feedback. Despite numerous efforts, she has been uncontactable since and it is now 1 March. This is disgusting. I cannot understand the severity of the appalling customer service provision. This should be *******.