Poor service fron FNB

In January 2024, I missed a premium payment but settled it via the FNB app on 16 January. Despite this, my policy status showed as "pending" and "in arrears" a few days later. I contacted your customer service and spoke to a consultant named Lauren Holland, who confirmed that the payment reflected on your system. She assured me that she would allocate my payment and that there would be no double debit in February. However, in February, my account was debited twice for the same policy. Additionally, while FNB consultants inform customers that they can change their debit order dates via the app, they do not disclose the consequences of doing so before a certain date. I changed my debit date to the 3rd of each month, and as a result, another debit was processed on 3 February. Unfortunately, there were insufficient funds in my account, leading to unpaid bank charges. To make matters worse, additional debit attempts were made on 5 February and 8 February, all for the same policy, causing further unpaid charges. As a result, I have incurred unnecessary bank fees that FNB now claims it is not liable for. I find this situation extremely unfair, as I made every effort to ensure my policy remained active. Given the miscommunication and incorrect debits, I am requesting an immediate refund for the excess deductions and the unpaid bank charges I incurred due to FNB's actions.