Terrible client service and als acknowledging that my requests are ignored.

So I took out a funeral policy in 2018. It didn't take long for an agent to call me to try to up my premium etc (the normal telesales gig). In 2019 they deducted my premium earlier in December - I complained about this and was told it is the policy. In December 2020 it happened again (deduction done 15th instead of 27th). I sent them an email to state that this is not acceptable as I wasn't informed of this, as they are obliged to do. The response was that the system will generate the outcome of my loan application and then only will I know what is the balance available. I responded in asking what it has to do with my funeral policy, but was just told the ticket is closed. I decided to cancel the policy (a number of reasons, but this was the last straw). I sent an email beginning of January and blindly assumed it will be done. End Jan, they deducted it again and I sent an email again on the 28th. No response. I sent a query again a week later, with no response. I then sent it again and included ***, as stated in my policy wording and again no response. I have battled to get through telephonically and finally spoke to a lady at Guardrisk complaints whom told me Finchoice must deal with it (what is the point of putting it in the policy if you dont work with it). I finally managed to get through to Finchoice and was informed that my complaint and query was received, but not attended to. So, if I die, how long will it be before you assist my family? The service is pathetic and now I am waiting to see if I get a response (in 48hours apparently, just didn't indicate when the 48hours will start). One becomes accustomed to bad service in South Africa, but why should we? I honestly hope this is my last dealing with Finchoice. The ombudsman is my next step.