SHOCKING SERVICE TO LOYAL CUSTOMERS.

I refer to your email below and wish to express my gross shock at the level of service from your company. On the 8th Feb 2018 i called your contact centre to request a postponement of my debit order to the 20th February because of financial commitments that were preventing me to have funds on the 10th. I was advised that the debit order was already put through the system and that i would need to go to the bank and do a reversal of the debit order, thereafter call in and request that my debit be put through manually on the 20th as i had requested. I called in on the 12th February to inform them to put through my debit order manually and this was agreed to by your call centre agents. To my shock this morning i receive this letter informing me of cancellation of my policy. Do you guys even communicate or use the correspondence or recordings with your customer.

I need my email to receive urgent attention and i need to be informed why your staff members lie so much in respect of processess to postpone debit orders? Also i was informed that when you perform a debit order reversal the policy has an automative grace period of 14 days, what happened to that.