Funeral cover

I have tried contacting Metropolitan via their customer lines on numerous times, spending a lot of time just waiting for my call to be picked or my call just gets dropped, when I eventually got through I queried about my debit order that has been deducting double more than once and they said they would get back to me. Weeks have passed now and no correspondence since from them. I also asked them to explain to me why the double debit, they could not and said they will ask someone to contact me. When I tried calling again the guy assisting me told me that what he could see was I had insufficient funds and that’s why my one debit orders of +- R300 was cancelled,(even though I have been double deducted) I am extremely upset because I have more than enough funds in my bank account for all my debit orders every month and I could not understand why they did not inform me that my policy was cancelled. He suggested that I send them a mail which I have (4/6/21 to ***) and they still have not rep**** to my mail. What happened to my policy? Why has it cancelled since there was enough funds in my account? Why have they not informed me when it cancelled? Why have I been double deducted? Why is it so hard to get the proper customer service even though I have been a loyal client for many years? Who takes accountability for this because my loved ones and I are left uncovered during a pandemic.

I would like to get a clear explanation on what happened and what they going do to fix it, treat customers fairly! Melanie Fortuin