BAD SERVICE & BAD ATTIDUDE

I'm an so disappointed with MTN insurance being calling in since November 2019 so the matter can be resolved, they changed their policy for phone insurance and never debited in November when I called was send a mandate by an agent assisting to fill in and send it back which I then called they confirmed that it was received. I called again on the 24th December seeing the are holidays and wanted to know when the debit order is going to go off was advised on the next business day which was the 27 th Dec, to my surprise the amount was not debited i called on the 31st Dec and I spoke to someone and stated they wanted a ticket number but I wasn't at work and she stated she cant help me. i called today for 20 minutes on a call spoke Boitumelo Montshupu she was very very very rude and gave me attitude with the frustration I had I didn't expect this and would like to know how agent like Boitumelo service customers if they cant even put themselves on the client shoes. I am still not debited I sit with devices and walk around with fear of being ****** on a daily basis