Why is Sanlam so disrespectful?

Why is Sanlam so Disrespectful? they went and debited my account on the 11th even though i clearly told them not to. they send an SMS and ask me to reply no and when i reply no they go and do it anyway. Last year they did the same thing without informing me and when i asked they claimed they had sent an SMS (Which they had not ).<br> <br> When i asked them they promised to send an apology letter which i still have not received. who pays for the bank charges should the debit return? and what happens if i had needed that money for a doctors appointment or something. utterly Disrespectful<br>