M-Sure Financial Services -Incompetance

I was sold a Scratch and Dent Product by Motor Happy (Renew Tech Lite Product) in 2021 for R3000 cover and a premium of R150. This year 2023, I requested that the cover be upgraded to a Prime Plan, cover for R5000 and premium of R194. The sales agent assured me that the existing product must be cancelled and then the new policy would be taken into effect and that I would be billed the R194. I agreed to all the terms and conditions. I even received the Welcome pack and Policy schedule. As per the condition, I could only claim after 30 days. I had a small dent on my left passenger door and wanted to have this corrected. I got the 2 quotes and submitted the claim (and that process was most cumbersome as well). The claim was authorised but only up to R3000, when I queried this I was told I would be contacted within 24 hours. It took over a week for someone to contact me and tell me that unfortunately for me I do not have R5000 cover as my policy was cancelled THEY did not activate the account and did not debit me therefore I only have R3000 cover. I asked the reason why I was not debited the R194 and I still did not get any explanation why! because THEY did not debit me they cancelled the PRIME Policy without contacting me or explaining why they were cancelling but throughout all this the policy that was to have been cancelled (R3000 cover and R150 premium) was being debited from my account. If there was an issue with debiting me, why then did they continue to debit me on a policy that should have been cancelled? As to all this, I have not yet received any valid explanation except to say my claim is being rejected and that my cover is only R3000.