Pathetic Customer Service

I was in the process of changing bank accounts and informed Hollard of the change. I was told that I must eft my premium amount for the month as the new banking details would only be updated on the system for next month's debit order. I made the eft, provided a proof of payment, and asked the person I was conversing with to respond with confirmation of receipt, not once but twice. Interestingly enough, this is the same person I lodged a complaint against the previous month for poor customer communication and low and behold the same issue has arisen here. The manger of this person ensured me that this individual would be spoken to yet the same mistakes persist. This month however, the debit order went off which contradicts what was told to me. I escalated this issue with the manager of this individual again, and she told me she would process a refund and look into the matter further. I tried following up with this manager on Friday and I have tried following up again today and I am yet to receive any response from her or from Hollard regarding my refund or the matter. This is incompetence from your company and I demand to speak to a senior member of staff about this. If this cannot be arranged, I will be happy to take this to the Ombudsman. I have the staff members’ names on hand.