Unhappy client

I have 2 policies I took out for both my grannies Sinice 2019, as a 21 year old grand daughter and a student I thought I'd take it apond myself to take out funeral cover for both of my grannies which I have been paying for Sinice first payment was due, however I am really disappointed in the service I recieved from abacus funeral insurance where my debit order debited, but some reason magtapped and there was money in my account as soon as I saw it I emailed abucus to try to change my banking details to arrange for debit order because I thought it was my bank that was a problem, I did this on the 4th of August already after first debit order bounced , I recieved a automative email stating that a customer care consultant would contact me back, but no one did, I then contacted abucus again on the 2nd of September 2021 after my 2nd debit order did not evens go off. I then recieved a SMS from abucus to tell me there is nothing they can do about it because the policy is cancelled, a customer care consultant then said she will take matters to someone higher then her and they will call me back in 48 hours, it's been 3 days already yet no reply... As a student who barely has money trying to do her best to help save for her grand parents funeral just lost all the money she paid for nearly 3 years monthly I really think the service rendered by abucus is inconcerderate. Abucus has really failed me and my grandparents I am really unhappy about this situation.