Harrowing experience

After having been a client of FFW for many years, I have had a disappointing experience which leaves me with the question: There are so many service providers out there, why should I stick around? On 20 December 2019, I found that FFW has deducted my January debit order, which was only due on 1 January 2020. I was utterly disgusted. I sent them an e-mail, copying everybody that I could find on their website. I then received a phone call from a lady from FFW, asking me if it was a convenient time to talk. I said yes, provided that the discussion is in Afrikaans. She said she will find someone who can assist me in my language of choice, as I am entitled to. A lady by the name of Siseletso Botomane then answered the call and asked me what she could assist me with. I told her that FFW called me, not the other way around and surely she should know why she is calling me. Duh!! She then went on saying that I lodged a complaint on social media, which was not true - I sent an e-mail and I corrected her. She was gaping around like a fish on dry ground. When I finally got her to understand the concept that they phoned me and should know why, as well as the fact that I did not complain on social media, which was an outright lie, she informed me that FFW decided to deduct my premium on the 20th of the month for the following month, to ensure that my policy stays up to date and acive. I told Siseletso Botomane in no uncertain terms that I manage my money, not FFW or anyone else and according to my policy document, the agreed debit order date is the 1st of every month. I told her that the deduction was ******** and constituted *****. I added that I wanted the debit order reversed by COB on the 20th. She then went on to tell me that it takes 7 days for the debit order to reflect in the FFW account and that they would therefore only be able to reverse it after 7 days. I told her that is not my problem, as the deduction was made ********ly in the first place, so they had to fix it by COB - how they do it, is not my concern. She told me that she spoke to her manager (how?? – while she was talking to me?). She then asked me when my debit order can be deducted, since 1 January is a public holiday. I wanted to ask her when it was deducted when 1 May was a public holiday, but I decided it was simply not worth it. She finally committed to have the debit order reversed and they money back into my bank account by COB. She said that she would confirm our discussion in an e-mail. Needless to say, I never received and e-mail and neither was the debit order reversed as promised. Why am I not surprised? I will be taking legal action. I will not be bul**** by service providers!