UNAUTHORISED PAYMENT DEDUCTED

I was in arrears with my funeral policy as I am going through a financial crisis I pay but its been tough time and I don't want the policy to laps. So Last week I did chat online to an agent Namhla who told me my account was inactive and she was making the arrangement for September the 25th so they can double debit me I confirmed with her the date which she confirmed to double debit me only on the 25th of September however they went and debit Saturday funds that did not belong to me, R500 not even a normal debit a payment something which I can't reverse as the funds that was paid was for another emergency. Just last week I received a strange message I immediately u queried online about the message read as Activity based payment has been created after checking the lady Rejoyce said she don't see an active loan the message was sent in error, please ignore, than when money enters my account its taken, I really need that money to be paid back as I am unable to reverse back into my account as I cannot on my side. The whole morning, I have been chatting to different people repeating myself over and over. I do understand that I must pay, I also told them about the financial crises that I am in I have this account for over 14 years I never even claimed once but I get treated this way. They can rather pay my payments back for all those years instead of treating me like this when I have a crisis.