Bad Customer Service

I have a life policy with Liberty. For some obscure reason the premium was not deducted from my account on the 1st April, and has not been deducted to date. I phoned the call centre 2 days ago to query this and was promised by Zain that he would get back to me the same afternoon - `did not happen . I recived an email yesterday in response to my mail wherin I laid out what had transpired, asking for a reason as to what had happened - the email from Liberty life simply said "Your service request has been completed" - meaningless to me. I phoned in again this afternoon and spoke to Kabelo who assured me `that the debit order had been reloaded - we will see. Apart from the fact this whole saga has probably cost me about R50 in airtime it seems to me that Liberty has lost the ability to view their customer service from the customer's point of view - or maybe they just do not care...AE Krugel - ID ***