Payments don't reflect

I had an educational policy for my son, In April 2020 I do admit I reversed the premium however went to the branch in Rosslyn where I was advised to make payments at the Post office, they also advised that I can pay at the Post Office till such time as I can reactivate the debit orders. Amanda gave me a reference number (Ceb***) which I had to quote when making payment for the policy number: 69285N***8

I asked if I had to send the POP to them ,she indicated that the payment will automatically reflect.

I have been making monthly payments to the post office since May 2020 , as a result of what she advised me , I didn't see the need to keep the receipts as for as long as I used the correct ref number, the payment will reflect .

I went back to the branch to instruct that they reactivate the debit orders about a month/ two back, however they failed to debit.

so on 29.12.2020 I went to the branch to enquire as to why they aren't debiting was assisted by Mpho, who tried to be helpful, however indicated that the payments I state that I made at the post office aren't reflecting. you could see that even though she tried her all to assist, she was clueless in what steps to take

The Head Office however indicated that without the POP they wont be able to assist me , so I asked whose fault is it, when I went to the branch and someone who was appointed by the company itself, advised me that for as long as payment is made, and the correct ref number is used, the payment will reflect

Yet now all payments I made can not be traced . The stressing part is that this is my son's educational plan, I also enquired if there is anywhere where I should forward the POP once payment is made , was advised no, it will reflect

yet now I'm told a different story. My policy is in arrears, the money was paid however can not be traced

so who needs to account in this regard as I did everything I was told to do by an employee of your company.

why is the onus now on me to locate the proof of payment when I was told the actual copies don't matter , all that matters is that I use the correct ref number

The information with regards to your Postbank account was provided to me by an employee of the company. Yet today its like I'm at fault for even paying at the Post office

The person is spoke to on the phone wasn't helpful at all , and you could hear that she wasn't even interested in giving solutions, just giving the client more burden to locate what she knows I don't have

she was eager to get off the phone, yet dressed up yesterday and went to work, to serve clients.

I'm so disappointed, had I known that this is how you treat your clients I wouldn't have taken a policy with you guys

your service is really appalling