Assupol Life

I have a problem with Assupol.I have a complain (C ********** ********** 5)with them for 2 months now.I had a R20000 funeral policy for my mother in law since 01/10/2017.Monthly Debit Order was R94.On 15/10/2017 the Debit Order went through and I reversed the amount of R94.And then since then R94 is been going off my account every month until my mother in law pass on 07/09/2018. I emailed the documents on 10/09/2018 and only R18333.33 was deposited into my bank account on 15/09/2018 around 17H00.When I ask why the amount I was told that im being penalised for R94 payment that didn't go through on 15/10/2017.I asked to be supp**** with the recording that shows that they explained that to me and the penalisation percentage.Still now I haven't being supp**** with recording.And today i recieved the second email that says my complain was resolved and also with this explanation regarding the percentage =Adjusted benefit amount (R20000.00×91 6667%,and I have no clue what they mean because no one cares enough to explain that to me.I mean for one R94 that didn't go through,the penalty is R1666.67?I am unhappy with Assupol and demand the answer.