Bad service at Sanlam

Hi all, My experience was very bad , I have paid for my August premium manually, however they say my account is in arrears whilst I've provided proof of payment .Apparently it was not loaded in my documents as per agent. I was then asked to hold on only to be hung up on. Agents don't know how to speak to people and they advise wrongly. If I was told that changing my banking details would be a problem to my profile I would not have done it. As I was told by an agent to pay it manually that month. They don't even call back as I've asked.