Bad service and don't follow up on payment

I would like to lay a complain as i made manual payment on the 1st of November an amount of R250 and then made another payment on the 21st November 2019 - was later advised that the amounts paid to you were not received and had to send the notification email to collections which i did while i was on the line with the consultant. till today i am still told that the amounts paid to you for the covers were not received. i dont understand how can the collections department cannot find the money i paid for the policies as i sent the proof of payment nevermind that there was no reference number, on the notification it clearly shows that i made payment. i then went to the bank to reverse the amount as i wanted to make payment properly with the reference numbers but was told that capitec bank cannot reverse the money as it does not have the authority to do so. i am very unhappy with the service and lack thereof from hollard as they are not assisting me in any way to get reversal of the money or to allocate the money properly instead i am being advised that i am not covered anymore and that my policies will be cancelled due to being in arrears. HOW MANY TIMES MUST I FIX OR TELL YOUR CONSULTANTS THE SAME THING AND NOT ONE OF THEM IS ABLE TO COME UP WITH A SOLUTIONS TO ASSIST IN THE MATTER! ! ! IF THIS MATTER CANNOT BE RESOLVED THEN PLEASE CANCEL MY POLICIES WITH YOU AS EVEN IF I GO TO THE BANK AND GO TO YOUR NEAREST BRANCH AND SHOW THEM MY BANK STATEMENT THAT I MADE PAYMENT, STILL I WILL NOT GET ASSISTANCE. SO BASICALLY HOLLARD HAS TAKEN MY R900 PLUS KEEP DEBITING ON MY ACCOUNT. I WANT MY MONEY BACK."