Poor service

Last week I had made a phone call to Absa idirect insurance to let them know that since I was supposed to pay a double premium on the 15/08/2021 I won’t be able and asked the consultant that I will pay the full amount on the 28/09/2021 instead of half half as he told me that the system won’t allow it be paid like that so I had hoped that yesterday debit order won’t go through of R1486 and I am stressed right now because I had planned to use that money for an emergency at home we had an incident so we need to contribute towards assisting my cousin sisters hospital bill all I am asking is that ca I be refunded that amount and I will make the full payment on the 28/09/2021 as I had requested I tried to do a reversal at the branch they told me that they don’t do it for Idirect I need to contact them directly I am so disappointed with the lack of customer service in this insurer