Disgruntle Customer

I am a disgruntled customer with old mutual. Reasons are as follows. We were on a 3 month payment holiday offered to us by old mutual due to my wife and I being at home on layoff. I sent several emails during the interim requesting for lower premium as both my wife and I were affected financially due to the pandemic. To this day I have had no contact frm old mutual regarding my request for a lower premium. Reason why I'm upset is that they deducted all the available funds frm my wife's account which was less than the premium amount. She had R 1200 in her account and now her balance is at a negative figure. That R1200 was money for our household essentials. i dont understand there is insufficient funds in an account the debit order bounces back. How then, did old mutual take the insufficient funds. Their call Centre staff are clueless. Not helpful at all and no empathy whatsoever. Even the old mutual agent was shocked at the company taking out insufficient funds frm the account I hope this platform will give me some relief in sorting out this issue. I hope it gets resolved asap.