No email response-bad service

Ai I'm not happy with sanlam's service, there was a debit order which was not paid (June), they wrote me an email saying they can't debit anymore and I must make payment arrangements before 15 July meaning they are giving me a grace period of 30days..i responded to the email on 08/07/20 asking them if they can activate a stop order instead of debit order and for the arrears I will deposit the amount asking them to provide me with their banking details so I can make a deposit and I got an automated response on 09/07/20 stating that they will look into it (ref no:***),till today they never got back to me, my July premiums are not paid aswell, grace period ended, meaning I'm not covered anymore and I'll have a waiting period again before any claims which is not fair because I wanted to fix the error in time yet they never responded.. I am so disappointed by your service and I'm thinking of moving to another company right now.