Poor Service and Unresolved Query

I previously had a policy with the company which lapsed last year around September 2022. In February 2023 I received a from their consultant telling me that they would like to reinstate the policy. I advised them that at this point I am not looking for any policy as I already have one with a different company, and with my financial situation I cannot afford another one. I was then told that perhaps after June, will I reconsider and I said will think about it. To my surprise, last month on the 24th of April 2023, there was a Debit order (R108) made against my account which I did not authorize, and due to the fact that it was a day before my payday, my account did not have sufficient in order for the debit order to go through and it bounced. Due to that I incurred extra costs because I am using a Prestige account which charged me a R147 for the bounced debit order. I then contacted them on their customer care to get this resolved. The consultant said that the was no debit order on the system against my account and this will not happen again, I should send an email to them and attach my bank statement in order for them to resolve my querie and allocate a refund. I did exactly that on the 8th of May 2023, which I got a 1st Ref no: ***, a week went by with no communication, I then sent a follow-up email and to my surprise I got a different 2nd Ref no:***. I was really confused, a day later I received an sms and an email notifying me that they're not able to open the document as it had a password which was my ID number and (I did note it on the Subject line) and I should contact them or visit a branch. I decided to contact them and got a 3rd Ref no: CEA***. I then decided to do a pdf with no password and sent to them, then contact them again to confirm if this was received in order and was told yes and the matter has been escalated to the relevant department for further investigation. Then later received an email and sms with the 4th Ref no:CET***. Which confused me even more, on Monday the 22nd received another email and sms saying very same thing, now I woke up this morning to another attempt to debit my account again and the very same thing happened, my account was not on minus but didn't have sufficient funds for the debit to go through which led again for me to be charged R147 and the left my account on -R250. I am not happy at all and to think that such a big company after raising a query with them no one, absolutely no one had a decency to contact me and try to this matter resolved instead all I is sms and emails telling me that I should contact them. This is unacceptable and demand an explanation to all this Poor service and all the costs that I have incurred must be fully paid.

Thank you