Don't want to pay

I'm really disappointed with this funeral policy, they are ********** who don't want to pay money. Never ever take a funeral policy with them. We claimed on the 25th of Nov and we were promised that we'll have the money in 2 days time, 2 days came and went when we called we were told that they can't find our documents, we went to give them the documents again and on the 4th of Dec, they confirmed that they got the documents and that the money will be paid on Monday the 7th, guess what? No money, when we called them today, they said there's mission debit orders that were not paid but there's nothing outstanding so what are they talking about?