Outrageous service

I have been yelled by a Financial Advisor that was appointed by the Regional Manager to assist me going forward. The amount of disrespect I have received from Nokulunga Mdaka is irrational. This the third month my debit orders are not going off, me asking her is undermining her work apparently according to her in the voice note she sent me. No one is willing to take accountability that I will not receive any cover yet I have made provision for funds in my Account. At this point I find Old Mutual's service a disgrace! Do I have to escalate every matter in order for me to receive service?