Non Authorized Debit Order

My parents have have life policy for sometime now with hollard, the premium will increase annually by atleast R5 but from 2023 it has been increased by R30.00 of which it makes a huge impact to the pensioners. No communication was sent prior until my parents brought this matter to my attention. We then called Hollard for clarity, keep in mind you choose your own preference language, still you will be assisted by English speaking consultant, and you have to transfer you to your preferred language, and you you will hold about 15-20 minutes. I respect their procedures( security checks) however the service is pathetic. The consultant advised that UNFORTUNATELY their increased was too little they had to increase it by that amount as it only happens after 3 years and the payout remains the same.. With I don't care attitude. My parents make manual payment of R677.00 at the nearest pick n pay however they are attempting to deduct from THEIR bank accounts, so as for who gave them the authority we don't know. The main member is my Father but they deducted from his spouse( Beneficiary) They sent a msg reminder to my dad stating that they will collect double payments on the 11/05 policy 1414... Can a PROFESSIONAL Consultant look at this matter ACCORDINGLY , resolve the debit order, and reversal( 1 premium) and that was deducted from my moms Nedbank account.

Their account is not in arrears and they are super fine with manual payment.

Very disappointing service from Hollard