Bad business practice and incompetence from sanlam

I have a policy with sanlam the policy number is SG ***9 so what happens is that sanlam debits from my account which is with FNB it has been for years that they have been debiting from this account and i am up to date with my payments aal of a sudden i get a message that my account is in arrears because i did not pay my february 2023 premium to my surprise when i checked my account a debit went through so in the message they threatened to penalise me indicating that they will deduct R819.99 instead of normal R546.66 so i phoned them on the 24/03/2023 and spoke to a consultant named Katekani who promised me that she will send me an email in which i must send proof of a deduction from my bank account that happened in feb 23 i waited for the email which never came and on the 28/03/2023 an amount of R819.99 was indeed debited from my account.I cannot be held responsible for the incompetence of sanlam i want my money with interest and bank charges from sanlam this is bad business practice