Arrogant service consultant - Extreme service failure

I have been with Iwyze for many years and the service has always been great which is why I patronized and remained loyal to the brand. Post my conversation with Ntombi Malisa this morning at 11:30 am, I was left disappointed. I called regarding the debit order which went through on Friday the 18th which was not supposed to be. I had a conversation with Iwyze in the past that if the debit order date falls on a weekend they should debit the following Monday. For some reason this was not the case with this past debit order. A returned debit affects my credit score both internally with the bank and externally as I use a cheque account. When I spoke to Ntombi Malisa, she was arrogant and displayed non empathy towards me and my concern. She never at one point showed empathy, I addressed the issue with her non empathy and all she could say was I hear you and remained arrogant. Post this service failure I am shopping around for a service provider that understands my needs and concerns and makes me feel that I matter and I am heard. My worry is that should I come across Ntombi at claim stage where I am in an accident I will be made to feel like my situation is irrelevant. I am extremely worried.