Poor service

Good day I'm very unsatisfied with the service I've been getting fron MTN the insurance team to be precise, sometime last year I world have to call in and remind them that they didn't debit can they please do so and they would only after I called in, now march 2024 I had to call in again and who ever assist me said I should wait till the 23rd of March since my grace period is from the 21st to the 23rd on the 23rd no notification or whatsoever I got from my bank that they tried debiting, the lady that was asking me on the call said she will escalate it to their supervisor and get back to on Monday if I can make a manual payment, Monday came still no call this was on the 25th, Tuesday passed then she only got back to me on the 27th which is Wednesday telling me that she only got back to work that day she's sorry and that the supervisor Says I can't reinstate my insurance it has laps ,how when I made sure I had enough for double payment on the 23rd which they didn't try to debit