Insurance ***

I'm so frustrated with sbsa insurance I spoke to Mbali on the app chat she said she's gone transfer me to the insurance guys no luck

I than spoke to another person from the insurance advising me that I must send my docs to a certain email where my complaint will be investigated it's been a whole week no luck

So my Flexi funral didn't go off end of April how ever I was charged double for failed debit orders leaving my account in a minus of 900 .. however in December my debits also never went of but I was not charged a cent for missed debit

So can someone advise how is it possible for me to be charged 900 for missed debits I need an answer before I take this to the ombudsman for the ****ming of a bank