Bda customer service

If i could give a minus star I would, I have building insurance with Standard bank and they double debit my account and not giving me any reason , this resulted in my home loan instalment being delayed, I spoke to a gentleman on Monday 31/10/2022 and he said they will call me back it is 04/11/04/2022 and still no call back , I then had to pay extra premiums in my account or my homeloan to be deducted just because i didnt want my credite rating to go down. Please can someone call me and explain to me why , i have emailed i have called and no reply .