Irritated, frustrated customers,horrible service

I have been a policyholder for almost 2years last year September I requested for a debit order mendate for my policy which was done. Last month I realised that the debit order stopped going through and contacted the customer service which I was told someone stopped my debit order from Icebolethu without my instructions nor knowledge Asked why no one could tell me the reason all the could tell me is that they notified me using an sms that the debit payment didn’t go through, mind you the sms was sent in November on a Sunday so they say. Why don’t you call your customer like any other service provider if payment is skipped???? They have zero knowledge and empathy towards the clients. Requested a detailed email stating the status of my policy. I’m still waiting. Your customer service team is just good with making you join but have zero experience in after sales services. This is unacceptable service from a reputable company. Do better train your *********** staff . Need my policy updated with my debit order request