Agent Incompetency

I took out a policy with the company a month ago, the agent assisting me took down an incorrect bank account details and it could not be verified as a result my policy was cancelled and no communication came my way, on the 25th July 2019 debit doesn't go off and i call in to find out why to my surprise my policy was cancelled. i called to find out if my policy is up to date and the agent confirmed REF#:***, The manager Siphokasi re-instated the policy and assured me the matter was 'escalated' because now iam liable to an amount of R1100 as an additional cost to the premium , today i called in to find out if the matter has been resolved i keep getting cut off,