Disappointed with the lack of service

I have two education policies for a premium of R275 each with Old Mutual, for the month of December I only paid one, but because I have requested a Premium holiday effective for 3 months from the 25th January 2021, which was approved, I expected one premium that I did not pay in December to be deducted, to my surprise premiums for both policies were deducted. I then sent an email to *** to query this, the only feedback I received was an automated response, so five days later I tried contacting the call center hoping to speak to an agent, it proved fruitless as I had to hold for 12 minutes until i eventually ran out of airtime without any luck of being routed to an agent. I then sent a follow-up email quoting the first reference I received, again I received an automated response with yet another reference number, I feel frustrated because the reason I requested a Premium holiday in the first place is because I am having financial difficulties, all I need is a refund of the premium which was not supposed to have been deducted in the first place.