Agreed deduction not done

I have taken a policy with them and agreed that the 1st payment will deducted every 27 of each month,starting on the 27 Aug 21. That has not happened with no reason instead the official who attended my query behaved as if we are friend.In the email written to me there was such words DEAR ,I am a loyal client to them not a friend.I am not experiencing this for the first time. From Kholiswa Ngonzo***)