Bad Customer Service

This morning I spoke to lady named Ursula Masilela Legal Advisor at Santam ilanga, this lady literally told me not to take my frustrations on her when I was trying to raise my concerns to her regarding my policy. She did not want to listen to me, she was giving me an attitude and screaming at me. I want santam to listen to this call and take action as I am very frustrated by this and willing to take this matter further to the ombudsman. Last month I called Santam and requested that they debit my account as soon as possible since I was aware of my unpaid debit order on the 20th of Oct, after this clear instruction to them they still did not debit me, they attempted to debit me a week later after speaking to them when I had no funds already. Today I call them again wanting to know why they did not debit me, and the lady says my policy has been cancelled. I do understand why my policy cancels if I only missed one premium and still made means to contact Santam to arrange with them to debit and they decided not to. I expected them to double debit this month but they did not instead they went and cancelled my policy. The same lady Ursula Masilela when I spoke to her last month she said to me there is no need for me to arrange with them to debit because this month they will double debit me since my policy is still active, suddenly today policy cancelled.