Dissappointing service and response times

I have tried contacting them regarding a double debit order that went off my account. They didn’t response. Contacted them regarding the change of commencement date, which they haven’t updated. The debit went off again at this point fed up I reversed the debit orders. They respond telling me I was behind payment and would be handed over only to cease communications when I queried it. It's like the Discovery Life department is the black sheep, had excellent service from their other departments. Bet this is going to be blamed on COVID, right?