Poor service Sanlam not acceptable

Pathetic service!!!! I've been trying to change my debit order date since 6 May. Despite the fact that I got a confirmation email, there was NO DEDUCTION whatsoever. And Sanlam just doesn't care enough to answer any emails. I used to work there for years and, sad to say, the service is absolutely disgraceful. I need clarification in writing that this mistake¿ will not influence my policy?? At this stage I even feel like cancelling my policy, if they can't even change a date successful what will happen if this policy needs to pay out??