terrible customer service!

I have been a Hollard client for more than 10 years. I have 4 funeral policies with them. My premium payment was the last day of each month. In September my salary was late, and the debit orders returned unpaid, I called Hollard to change my debit date, to avoid the returning of debit orders unpaid. I then went into a branch on the 6th of October to pay my premiums for end September as they returned, I then also changed my debit order date at the branch and also confirmed the change of banking details. Unfortunately, one person on one of my policies passed away on the 18th Oct, and I submitted all the relevant documents and I received the payout, but to my surprise it was less than what I expected. I was in email communication with a person called Lerato Maake at the Jabulani mall branch, and she told me it was paid less because my debit order was unpaid at end Sept. Upon sending her proof that I have made payment at their branch, she then changed and said the money was deducted to cover the premium for end Oct. I then asked why would the Oct premium be debited in the middle of the month, yet my debit date is month end, she told me no, debit date is the 1st of the month. I then send her my policy documents which stated clearly that cover starts on the first but the debit order goes off at the end of the month, she never rep**** again. Now today (05/11/2018), my bank account was debited by Hollard with an amount that is more than what I usually pay, how is that because 1) An amount of R331 was already deducted for end Oct (as per Lerato Maake). 2) I usually pay R1 004.31 including the R331.75 But now R1 344.39 was debited. I was expecting a debit order amount of R672.56 because R331.75 has already been deducted. I am so furious right now