Incompetence!

I was assisted by Motshabi Musi when I sent an email requesting to change my bank details in order for my premiums to be successfully debited on 11 March 2026 which did not happen

I have communication that she advised me that my request is done and I even got a correspondence email for that. Why was I not debited??? I need answers and a solution to this asap because there is money in my account.