double debit order

I'm writing this review with great sadness. I'm not happy with the service I got today. I was called by and Isabella agent on the 19th of Sep 2024 offering me a new product, I agreed to the agent as I liked the sample was sent to me in the past months. I mentioned to the agent I missed premiums for the past 2 months due to affordability, and asked that can the new premium and the old one and errors be amended and I pay 1 premium. The agent agreed to do that and mentioned I will pay less than R500 premium each month till i finish. I was happy that I will start from scratch and pay one premium, I gave new bank details that the debit order must go off from. The agent mentioned the premium will go off in September and I was happy with that, ad not forgetting the agent was super nice to me. The following day on the 20th the same agent called me and said I will be debited in October, September is too close and I still agreed to that.

today money goes in into my old account Isabella deducts R651 twice in my account, 2 debit orders went off with the same amount. I called the call centre to find out what was happening and why this now. it was a back and forth conversation with the agent who failed to explain to me why did the debit order go off my old account while I gave a new one and what happened to the arrangement I made ? I was told all managers are in meetings I will be called back. No one has till now.

my question is that did the arrangement I made pushed aside and why debit me while I asked nicely to be debited on a new account and I was told again this will be deducted in October. I dont think I still want to be part of Isabella if this is the treatment I will get.

I would like to be called back and get my money back as I made arrangements. please acknowledge that i'm a very unhappy customer right now and I wish to cancel the order I made because I'm really not happy on how I'm treated. At least communication was made before ambushing my account and debiting twice, what are my kids supposed to eat this month ?