Highly dissapointed . Bad services

Hi. I changed banks in April . I informed Santam the change on my debit order for the of 1May. The 3rd of May , I call Santam consultant that the payment didn't went off for May. The consultant told that the payment shows that didn't went off. But she told me that I'm still covered for the his mouth,then I must pay in 2 payments. My wife s phone was ****** and way the service of the Santam claims department is the bad worse way of treating clients. I am for more then 8 years at Santam and provided new clients to joint Santam. But now I'm very dissapointed.