Bad customer service

They did not debit unpaid premiums from my account as they had arranged but keep me waiting. Their rep,Luzuko, called me yesterday at about 10.50 to say they have seen my complaint and she was to escalate the matter to her management so that I could be assisted. She promised to call me within 24hours , it is over 24 hours now there is not call. She also indicated that new arrangement would be the 15th of September to debit outstanding unpaid premium for last year November/December 2019 , it is when the policy would be reactivated. Her previous call was just to defend their interest instead of helping me !