Unfairly treatment and neglect

I have a life cover policy with Hollard and they were debiting on the 25th of every month. September I changed the account from NedBank to Capitec Account and phoned hollard more than 3 time informing them but no changes where made. October they didn't debit my premium then I decided to consult with the branch in Protea Glen Mall that is when i met the lady named Nosipho Msimang and reported about the changes and also stated that i reported telephonic that's when she told me that the changes are made and they will debit twice in November. November i received no debit order from Hollard. I went back again to the branch then i found the very same lady complaining about them not debiting the money then she checked on her computer and asked me to go back home fetch ID copies of the people i covered when i came back she said they only debited for my cover excluded my family and it even lapsed and she even said she thought she did all the changes but they where not done accordingly laughing at me hence explaining her mistake. She told me to await the call from her since from Saturday she never called they kept on debiting to the cancelled account and they creating errs, have to pay