Customer Experience and Account Management

I have been a client with Sanlam for quite a while now, and had 2 policies under one advisor. I added another policy with them as I have had a good experience thus far. 3 months ago I decided to switch banks. I received notifications for account that migrated to the new bank. Then I decided to go through my bank statement to make sure all the debit orders are migrated. So Sanlam was one of the ones that didn't migrate. I call the call centre and give them the new banking details for the debit orders. All is confirmed and now 3 months later i get a call from someone who is an advisor that i dont know of and she informs me of the 3 months that 1 of my policies have not been paid in 3 months. I then follow up with them, and ask them how is it that only one is not migrated and it is the oldest one i have had. So now I ask her how come they are only informing me about this and not in the first month they see the debit order did not go through. She responds saying that they thought i chose the 3 month holiday whatever. I asked her if they run their business on assumption or do they actually confirm with the client? I decide to ask the initial advisor( Annetjie Steynn) who then says she will look into this as soon as she is in the office, however, a different person calls and i just could not go on with the conversation as now i have to explain the whole thing to a new person now. Later that day i get a mail and an attachment where now i have to give permission and consent to the new "unknown advisor" that they look into this matter and handle my policies for me going forward. But I never got a call or mail regarding the change in advisors, and secondly how come only one policy is affected by this. I also had a whatsapp exchange with Annetjie where she is telling me how it is clients responsibilty to make sure that the debit order money is available and how she has more than 5000 clients under her. Which i dont know where i feature if you decide to take upon yourself that many and now that there is an issue noone is willing to come to the party. and accused of me giving the call centre permission to change my advisor....I really am not happy with this situation and now I am the one who has arrears which could have been avoided if the assumptions were ruled out. All I have received from them is this document for consent which i cant even print to sign for them to move with this query, I am offsite and dont have access to my computer let alone a printer. And since they are not willing to do anything i dont know the status and what they can let loose for this to move forward. And at the end of the day i am the one who will have issues when it maturity for my funds.

Frustrated client