Untrained staff leads to very unhappy clients

Very unhappy with level of service from Momentum. I cancelled Momentum medical aid with last debit order confirmed as August. At no point did any of the staff explain or enquire if I wanted to or that I would need to cancel Multiply seperately. Debit order ran for September and I enquired via email or someone to resolve as I was unaware of abovementioned- only after I called (as they take days to respond on email enquiry so I don't understand why they offer email enquiry service) did they explain. The staff need to be trained better and have the ability to think further with information provided to better assist clients.