Bad service

I have a flex funeral insurance on std bank and they debit on the 11th of every month now on august 11 2021 they never debited on my account and i had funds on my bank. I called them I think 2 days later because I saw that the money was still the and no communication was made. The lady I spoke with told me the reason why they never debited its because their system was off line she even said she can't assist me because they are still offline and she offered to take my details so that i can be called once the system is back online. I received the call about a week later I spoke with another lady I told her that I used some of the money so there is not enough funds on my card and I asked advice on what I should do. She told me that I can arrange for a certain date that I'm sure with and I did arrange for the 27th august 2021 to my surprise they didn't debit again instead they debited me on the 25th. Now I just called them again and the lady I spoke with said she can only take a message because the all the lines are busy. I explained to her what happened and now she is telling me that their debit order system was never offline on the 11 of August and she's telling me that lady I spoke with took the message only because they were experiencing high volume calls. So when I tried to explain and also asking why no debit order was made today she kept on telling me about the rules of my policy as if I was lying about what I said. I even said she can go and listen to that call to see who is lying between me and her colleague. I am so angry because every time I speak to the agents they tell me a different story and I'm the one who suffers at the end