Medihelp new business department can't think!

I'm a medical aid advisor, and don't deal with Medihelp as a whole, but I do have the odd client with them. One of my client's, Alistair Jackman asked to have a Medihelp medical aid cover, the process was conducted and accepted with policy number MH*** on the 8th of August 2019 for the 01/08/2019. The very next day the client received an sms to say that he was in arrears and was quite upset about this. I sent an email to the company to ask, if Medihelp can't do a debit from the account given on the application form and the answer was no, I then asked Medihelp to do a double debit on the 01/09/2019 which was telephonically and via email confirmed. This morning someone from Medihelp phoned my client again and said that there was no double debit scheduled on the system and that this is now too late to arrange. To start a relationship like this is really unprofessional. I want someone from Medihelp to apologise to the client and make sure that they take the two premiums that they need on the 01/09/2019 so that we don't have further problems.