POOR SERVICE FROM ZANDILE GUMEDE

I have been with MiWay for years now and decided to debit my monthly premium before the agreed date. I sent through a whatsapp and a lady by the name of Zandile Gumede couldn't assist. I asked that the monies get reversed urgently and she advised that she cannot do the reversal I need to do it with my bank. So bank reversal over R500 need to be done by a consultant over the phone and thats money and I will need to also pay for the reversal. PLEASE URGENTLY ADVISE?