Good Day, My wife has had a funeral policy with them for around four years

Good Day, My wife has had a funeral policy with them for around four years. Last December 2021, a lady came to her work place from The Unlimited, my wife requested that her debit order date be changed. Instead of doing that they have started a new policy for her and are now debiting her on the 30th for the original policy and the 15th for the new policy, which she didn't ask for. My wife and I have been trying to resolve this with them for a while now with no success. This is ***** according to my understanding. The service we recieved from the call centre agents as well as managers is terrible. I come from a Customer service background. I am appalled by this. If any one from the company sees this we can be contacted on the below. Neil Nelson *** Amanda Baloyi ***