Hollards nightmare of a service #Funeral Plan

I have had a hollard funeral plan since 2010. At 1st I covered a spouse and a child. In March I called them asking to remove the spouse and leave me and the child only as it was becoming ridiculously expensive since its old and increases every year.

I also asked them to change banking details and I gave them new debit banking details. In April I noticed that no debit was done. I thought maybe in March they will do a double debit, but no debit was done.

Since June I have been trying to fix their mistake of not debiting and in the process I have spoken to at least 5 consultants who all dropped the fone in my ear whenever I need to speak to someone or department that can solve this matter.

With no luck in July I logged a complain and a lady called me whom I narrated the story. When I removed the spouse the premium went down to R150. This lady told me that she can see that what Iam saying is true, The person I spoke to made all the changes but this person never forwarded the new banking details to finance department for amendments and for her mistake I was gong to be charged R850 for premiums from April- June . Remember I said the new premium was R150, I asked how does your system reached that amount, she could not explain as she told me the calculation is system generated. I asked if it was fair that I could be charged such amount for a fault of somebody *********** enough not even to pick up the mistake and do a followup. I did followup as they failed to picked up this mistake until the policy lapsed and its unfair that it can lapse after I have served it for soo many years. I told this consultant lady that she must forward the mater to his superior or finance departsmnt to resolve and I want2 things 1. I don't want this policy to lapse but I wont pay for their mistake 2. If they fail to do that then they must refund me all the premiums that I have paid cause It means even when the time comes for me to claim on this policy I will have this headache of bad service. She refused and told me that in order to meet me halfway she will do an investigation to see if I didn't reverse the debits I asked if I have reversed the debits then why did I followup on this policy lapsing?? She told me its the procedure and I said fine but t I would not have cared if I was the one who reversed the debits. She can go ahead and do what she need to do. She promised that whatever investigation she was going to do was going to take 2 days and she will come back to me with a verdict and that was three/ four weeks ago. She hasn't called and I have received no further communication from them. Hollard funeral policy is ****, bad service with unprofessional *********** consultants who are soo rude and I want my money back since they have failed to resolve this matter. All I wanted to to continue with premiums cause this is an old policy not to pay for their mistake and an extra R400 which I don't know what was for. Even their debiting on the old account was soo inconsistent as sometimes they will not debit you one month and the next they debit you twice. I beared with this for the sake of the fact this is an old policy but now I have had enough. Hollard must just reimburse my premiums they have failed to provide me with the service I expected from them