HORRIBLE SERVICE

Ive been with Hollard since 2015, however on the 30 November 2018 I called Hollard call ref: ********** 722 at 09.24 am , consultant was Mduduzi. My query was in light of my debit order and to make sure all is in order as i was travelling for the holiday season and i wanted to make sure all my ducks is in a row. The consultant re assured me that all is in order and all my accounts is up to date. However when i returned from Holiday i went to one of the branches as i have noticed that no debit order was deducted for the month of Dec 2018, i was told that my policy lapsed. This came as a shock as i never received any instruction from the bank that my debit order was returned . All of a sudden Hollard decided not to debit my account and no attempt was made to call me. I also realized that upon updating my details Hollard still had my old cell number on the system which i changed so many times even the last call can proof it. So after complaining at the branch notified me that the policy was reinstated. No reason was given why the debits was not taken. SO my request to Hollard, please advise the reason for not debiting my account, and also why the 084 number was never updated to the 082 number. I was told that i will have to pay +/- R2000 to pay for the arrears.. I need answers as i never instructed hollard not to debited, no unpaid refelcted on my bank statement . I need a full investigation to be done as to the reason for the non debits... Hollard please take responsibility for your actions, i need someone to phone me with solutions..