Debit Order Issues

I have has a policy with Hollard the past 7 years, with them deducting off my account every month. On the 6th of January 2016 I got as sms that my policy has lapses, that after they had double deducted me on the 02nd Jan 2016. I called them on the 6th of Jan the first consultant said he sees the payment but cannot assist, he will call after 2 days... of course he didn't. I called again on the 10th Jan 2016 spoke to a lady called Seipati ref number *** who said there has been an error on my side and she will give me a call within 2 days, Meaning Friday. I still have not received a call from them. having a policy for 7 years and this is what I have to put up with??????