Appalling service

You guys are terrible! I sent an email complaining about the debit order which was never sent through to my bank and was sent a response a week later that I was debited on the 27th and I should check my statement. I knew it was never processed, hence my initial mail where I queried why the transaction wasn’t done. Two weeks later you debit my *** after I spoke to one of your consultants who said you guys are aware and the fault is on your end and she assured me that the debit order will be processed at the end of the month along with this months deduction. To my surprise this morning my bank sends me notifications that I have been debited and I now have a negative bank balance of R186.46. Are you guys serious? What are your processes exactly? Why such a huge inconvenience, this has given me an instant headache. Please rectify this ASAP I cannot lose close to R200 because of your incompetence and service errors I CANNOT. Even when I send emails, you only respond 5-7 days later and sometimes NEVER. Your records are also wrong. I spoke to someone and VERBALLY confirmed my daughters date of birth who was previously noted as my life partner she said she corrected it but sent a document with the wrong date of birth oh my God. I’ve had this policy for 4years and I know I have cash back due to me next year but now that this has happened tell me what’s going to happen to the benefit? Will you penalize me for it?? I am so upset