Poor service from Consultants!!!!

on the 25th of November 2017 one of their consultants named Lukholo phone me with regard to them settling my homechoice account, during the phone call discussion i requested that the payments will have to go off on the 15th of every month, meaning that the 1st payment will be on the 15 December 2017. On Friday the 1st of December , the debit order still went off and i reversed it and phoned finchoice and the consultant i spoke to on that day advised that the payment arrangement on her side is for the 1st of every month, whereas the original agreement with Lukholo was the 15th of every month. Even when i clearly stated my reason why. Today, the 4th of December i received an sms claiming that the account is overdue and i again phoned finchoice and the consultant wasn't able to help me and said that on the 15 December they will have to double debit. She could not even give me a reference number for this specific call. she said she will get Lukholo's supervisor to listen to the recording and then she will phone me back, but then again she could not give me a commitment as to when will the supervisor call me.

One other thing is that during my conversation with Lukholo , i specifically requested to communicate all that, via email and to send me all the documents for this specific arrangement. Even today i have to received any emails.