Unahppy new client

I am writing to formally raise a complaint regarding the handling of my medical aid application and the lack of communication around my debit order. When I joined last month, I was advised that my debit order would be processed on the 2nd of May, as the 1st was a public holiday. However, no debit was processed, and I did not receive any communication indicating that the debit had failed or that there was any issue with my account. Due to this lack of communication, I was under the impression that my application had not been successful or that my cover was not active. As a result, I did not budget for a payment for May. Only when I follow up to find out if I have a over I have now been informed that the debit order did not go through, and that I am required to make payment for May. I find this concerning, as I was not notified of any failure or given an opportunity to address the issue at the time. I kindly request the following: Written confirmation of whether my cover was active during May A clear explanation as to why no communication was provided regarding the failed debit Consideration whether I can restart my cover from June instead or alternative solution, as I am currently unable to make the full payment due to the circumstances I trust that this matter will be handled fairly, taking into account the lack of communication and the misunderstanding it caused. I look forward to your prompt response.