debit request not actioned

On the 18th of October 2022, I contacted Hollard Team for my banking details to be amended, and only on the 27th of October, that's when I got correspondence from the Hollard team.

The very first response was from Winnie Magubane who didn't help in any way and escalated my query to Jabulile Seroto, I must I am very happy with her services which she managed to contact me and confirmed my banking details and updated them as well though there was still an issue as my initial query sent on the 18th of October why am I only getting response later on.

What Jabu did she actually escalate my query to Joseph Tsolo who called me and hanged up the 1st time the second time he told me that my question was tough for him to answer since his a manager and his hands are tight up so he will need to review my question or it needs to be escalated and this was on the 31st of October and since today I haven't heard from Joseph Tsolo the manager and his team.

What I wanted to know is that since my initial query was sent on the 18th of October and nothing happened till today with my next debit on the 25th of November 2022 is Hollard going to take double the premium or is it only going to be once of payment like normally as for one, from my end I communicated in time and the Hollard team dragged their feet I don't know why and if that's the case why should I be debited twice for their own issues. Personally being debited twice its not an option for me and again I won't cancel my funeral policy because of their own mistakes and I'm still waiting for feedback from the Hollard team......Kindly advise if I should go to Twitter regarding this and post the very same issue I'm still having with Hollard Team.