Talksure SA continue to give bad experience to GAP customer policy holders

Why do I keep getting bad experience from Talksure? I phoned the Talksure Call Centre regarding my GAP cover on 28 April 2021 after my debit order did not go through successful for a second time to arrange for the double debit to go off early May 2021. In the recorded call the gentleman informed me that the system shows my debit order of R1137 (a triple debit) will go off on 27 May 2021 so there is no need to make an arrangement. I trusted this information and did not make any further arrangements. I ensured the funds are in my account (and still is) but the debit order never deducted. I phoned in today to query why the debit order never deducted and I was informed it is because my policy is cancelled. I requested the call centre agent today to retrieve the call recording of 28 April 2021 where the agent informed me that the debit order of R1137 (which is a triple debit) will go off on 27 May 2021. I was informed that my policy is cancelled and that the detail will be sent to sales to give me a call to take out a new policy. The recording on 28 April 2021 CLEARLY states from the Talksure SA agent that I DO NOT have to make an arrangement as I my policy WILL NOT be cancelled. How can the auditors at Talksure SA allow this??