Unacceptable service

I have a Flexi Funeral policy which is about 12 years old.In Sept last year noticed debit order not going out. went absa Malvern was asked to contact the call centre. Since then i have been calling frequently only to be told by the agents that it was an IT error on their side and it will be addressed with the IT dept. six months still no debits going out and I'm afraid ABSA will say that the policy has lapsed, they wait for any excuse not to pay out. I am 75 years old, in a wheelchair and my speech is poor so i have to try to get family to keep contacting the call centre every month. Is there anybody in absa that is in any position of rectifying this besides the call centre who can only take messages and then drop the ball. You'll are dealing with peoples livelihood, I am depending on this policy to pay out in the event of my death, can you resolve this before that? Its been 6 months now that Absa is keep giving me the same excuse but they cannot rectify a simple IT issue.