Penalized (3 months) due to my bank being off line when Hollard attempted to collect my monthly installment AND being told that my Hollard phone call recording can be waived by Hollard ?????

This company should be closed down as they bluntly rob people. I have had my funeral policy since 2009. Over the years i have added my husband as well as my 4 kids to my policy. But due to my financial institute that i bank with being off line and Hollard not receiving the funds they were trying to take from my account, i am being held liable even thou i made payment out of my own when releasing the debit order did not go off. They are now implementing a 3 month waiting period on my entire policy. I kicked up a fuss and i was asked to send proof of payment of the amount i transfered and also a bank statement showing i had funds in my account on the 30th. I sent it all through to the consultant Sibun and was call back being told "yes we can see that you had funds in your account but unfortunately we can not assist in over looking the 3month waiting period penalty being implemented" I then once again told her that this is not my fault if the bank had issues and was off line. She told me that the contract is with me and not my bank and thus they can not hold the bank liable so it will be implemented on my policy even thou i have paid. I told her that i wanted to log a complaint and that i wanted to speak to someone higher. She told me she cant put me through but will note to complaints that i am unhappy and gave me the number for complaints. A week later i was called and this lady wanted to know as to why i was unhappy. After explaining it all to her she also requested my proof of payment and a bank statement as the system noted that they were still waiting for me to send all required docs (yet Sibun confirmed receiving all docs). I resent it all to Chricil and she called me a little while later telling me that my payment has been allocated and that my policy has been reinstated and that the 3month waiting period will not be implemented. I repeated what she said and she confirmed. Well happy client i took my ref number, date and time as i know how these companies roll (being in a trade where i see customers of ours being fooled by all policies on a daily basis). Well a week and 3days later i receive a call from a gent Bongi from Hollard wanting to know as to why i am unhappy about my policy being reinstated. Yes the sentence said it all, so i told him that he must be referring to my complaint before it was attended to and sorted out. So he said no, his system says that i am unhappy about the policy being reinstated with a 6month waiting period. I immediately told him that he must not attempt on changing stories as my issue has been resolved and secondly they must stop changing their waiting period as clearly none of them know what they are doing. Well after a heavy argument over the phone and with him insisting i will have a 6month waiting period, I pulled out my reference numbers, dates, times and names. Long ****ty phone call story later he gets to that part where it is noted on his system but refuses to proceed with the call. I requested my recording where my issue was resolved and he advised me that he will take it up with his manager and call me back. 24HOURS later he calls telling me that unfortunately they can not assist and that i will be penalised with a 3month waiting period starting on the 1st of November 2019 (f*** knows where the 6months has disappeared to but i assume when you are bull****ting people you tend to forget all the bull**** you spin to clients) But another issue, why start from the 1st of November as it has taken a month for you guys to come to the bull**** point of penalising me for no good reason AS IT'S NOT MY FAULT! So an additional month was wasted???? So i stopped him and said to him that i am waiting for my recording and want to hear nothing more. He then said that his manager has approved and he will send me the recording of my conversation with him for today and yesterday. I told him once again that i require the recording of the 18th October 2019 at 14:00. AND HERE COMES THE BEST PART........... He says to me " we have listened to the recording and it can be sent to you but i would just like to note to you that we waive the right to rectify anything any of our consultants have said to you" WHAT F*** bull****? So recordings are done only to protect Hollard and not the customer? and even with a recording i legally in Hollards consultants /management eye have no leg to stand on if i take legal action. So i once again advised him, that i want my recording as i am entitled to it and that i have seeked legal advice from my attorney and once again i am making it clear that once legal action has been taken against hollard, i will have all my legal cost charged to Hollard and that he should advise his management regarding that.

If i can not have my policy reinstated with NO WAITING PERIOD, I will be taking legal action to have all of my funds paid over the past 10 years back to me and Hollard will carry all legal cost involved. I feel this is uncalled for as i paid immediately when noticing the payment not going off and i have relevant bank statement to show that i had funds in my account and that it was not my fault but due to my financial institute and even though it was their error, i made payment ASAP. Why do i or anyone need to go through all this ****????