RCS provides aweful service and the one hand knows not what the other does!

My husband advised RCS that due to COVID19 he will not get paid. RCS advised that there is insurance in place that he pays for monthly. they requested documents that was sent to them. they came back on email and advised that they want a UI19, my husband responded on email stating that the UI19 is only issued when retrenched and that he is not retrenched but just not getting paid as the company is in lockdown. we did not hear from them again my husband phoned a few days later and the consultant confirmed that the debit order has been cancelled, we assumed that everything was in order, the debit order went off anyway and when he phoned to asked about it they have no record of receiving the claim and tells him he has no insurance. WHAT is going on? I was asked to forward the email that was sent but before the consultant could give me her email address she drooped the call that after being on the phone for 20+ minutes. this is just not acceptable doe we not have enough stress without this kind of bad service surely one company should have everything on one system??? Can someone please exclaim this to me???