BetterLife Insurance: double billing and additional charges

I was given notice of retrenchment in April, with effective date being the first of May 2020. I first informed my insurance (BetterLife Protection Policy underwritten by Old Mutual) of my impending retrenchment as I was informed. I have since then, had a series of errors, misinformation and have been debited twice for 2 of the 3 months I have been on deferment.

At the end of June, BetterLife insurance had debited my account twice, after several telephonic conversations, it was agreed that my premium for June would be skipped and my next debit date would be on the 4 August 2020. Given that I had previously been double debited, I requested this be put in email so I can have communication should the same error happen again. The email was received on the 23 June 2020 at 10:07 a.m. written by their policy administrator Shamila Batohi. The email read (please see below): “Please note, our telecom even date refers that the premium was paid manually In June and a Debi Check submission was processed today. However we have moved the next submission date to the 4th August. Kindly note, no submission will be processed on the 4th of July as discussed, therefore the premium submitted today will be for July cover. Hope the above is in order. We apologise for the inconvenience caused on our behalf and thank you for your patience and understanding.”.

Given that this was agreed on a recorded telephone and in email, I was frustrated to learn that today, my account was debited for July despite earlier communication. Which means, once again, I have been charged two premiums in one month.

As mentioned before, I am currently unemployed and manage my finances tightly, and even more so, manage my bank account and credit record in the same manner. At the time of the debit, I did not have sufficient amount to cover the premium, but the money that was in my account was credited, I also owe the bank bank charges in returned debits and my account is in the negative. I am not able to transfer money to my account as it will be used to cover debt I’ve now incurred based on the incompetence of BetterLife.

I would like for my money to be returned and to be paid for bank charges and penalties incurred over an oversight from BetterLife Insurance.

I would also like to understand how I can experience the same error, 2 of the last 3 months. I would like for this to be addressed expeditiously.