Bad service

My wife has a policy with the unlimited. Her debit order for December was unsuccessful. We received bank details. She banks with Absa. We tried via her banking app and payment showed error. We went to the Absa bank to do payment, they could not help us. Only when I used my discovery bank to pay did it go through. An agent told us that they will reverse the money , as the 15 days lapsed. When we asked about the claim that we submit for my late mother in-law, he told my wife we must submit the death certificate and then call back. Very pathetic service I would say. I self work for a company that provide a service and as a manager. That is a priority.

I will not leave it there as we paid for many years and have consulted our lawyers as well.