Poor Service at Old Mutual

History of events is as follows:

1) I had a missed premium in September or October 2021 for an amount of R402. 2) I arranged for double premium debit at the end of the next month premium date 3) October I was informed that my premium increased to R483. but my cover did not increase. 4) I was then contacted by someone from Old Mutual customer care who explained this to me and which left me rather furious. 5) November I had a double debit order for R483.00 x 2 when it should've been R402.( the old premium that I missed) + R483.(the new increased premium) 6) December I walked into the Vangate Mall branch where I reluctantly signed the document for a decrease in premium to pay R403.00 per month (which means for me to save R80.00 I pay R403.00 monthly premium and my life cover drops by R100,000.00) still most upsetting). And the only thing that consultant had to do was to email my documents off to the Old Mutual Greenlight department. 7) I was informed by that same consultant in the branch that the reduced premium will only come into effect at the end of Jan 2022 8) I noticed the first week in Feb 2022 I did not receive a sms from my bank that the debit order went off. 9) I received a call from Old Mutual regarding my missed premium and I was informed that the missed premium amount was for R483. and not the agreed amount of R403.00 which made me realize that somehow they did not receive the signed documents from Vangate Mall branch for the new premium of R403 with the drop in cover.

Can you please explain why I had to go back into the branch when he is in possession of the document which I signed in Vangate Mall branch which he was supposed to have sent off to the Green Light department. If that document was indeed sent off when I came to that branch then my debit order for Jan for the amount of R403 would have gone off and I would not have had a missed premium