Shame SANLAM shame on you

I had a financial situation during the lock down period which resulted that I did not have sufficient funds for my monthly debit . The debit did not go through i subsequently contacted Sanlam and explained my situation and asked if the debit that did not go off for May month could be taken off at the end of June. I was told to wait as the consultant first had to enquire if this could be done. After a while she came back to me and said that it could be done. I was happy about this. Then today I received a email that my request was rejected after I had received the confirmation that I could. I contacted them because I did not want my retirement annuity to be negatively affected. I am very aggrieved at the stance of Sanlam especially during the economic crisis which clearly shows that they do not care about their clients even though I have been with them for years.