Customer dissatisfaction

I added a new car on my policy, Kabelo Sebesho was assisting me with adding a car and he assured me that a pro rata premium will be debited on my account on the 15th of March. To my suprise my account was debited on the 3rd of March, i had no sufficient funds and i have to incur additional costs from bank charges for something which we had an arrangement on. When i woke up on the 4th of March, debited pro rata premium was returned back but the fact of the matter is that I'm still liable for the debit that went through my account whilst I had no sufficient funds. I called miway at 8:00 am, i spoke to the lady by the name of Ofentse, i explained everything to her, she put me on hold whilst investigating and came back to me, she asked me to hang up as she was still going through phone records. She promised to call me back. I waited and waited for her to call me back until I called miway between 10:15 - 10:50 and i specifically requested to talk to her as she was busy with my enquiry. I was told that she is busy on the line and they'll send the message to call me back. I waited again until I called again at -13:00, i was told again that she'll come back to me in the next 30 minutes as she's busy on the line. Now it's 13:33 to be exact and i haven't received her call. I feel undervalued as a loyal client of miway. I'm not taken serious. Now i have to pay for charges that i made an arrangement for, fruitless and wasteful expenditure