Incompetency and disappointing customer service

In 2017 I took out a funeral policy with virgin money insurance. Everything was a OK until this year in May when I contacted AIG to update my banking details for the debit order. The consultant assured me the details were updated. 1st of June 2019 2 debits orders went off from my FNB and Capitec bank accounts. To my surprised I received an email on the 04 July 2019 informing that my policy has been cancelled. When I queried this with AIG, I was informed that my FNB account was still in placed and the new banking details were not updated. Moreover, there was a rand merchant bank account linked on my profile. I told them I don’t own such an account, also told them that they need to refund all my premiums as they made the **** up when they moved the policies from virgin money over to AIG. A consultant by the name of Christabelle assured me that the matter is being escalated, she called me back to say they have decided to re-instate the policy. I received 2 calls from AIG asking me if I am aware that my policy has been cancelled, after explaining my dilemma they would say they would take it up with the relevant people and get back to me. On Monday 29/07/2019 I called them for feedback and I was told they waiting for feedback from that department handling the matter. I told them its bull**** because consultants keep calling me saying my policy is cancelled, meaning nothing has been updated on their system. The 1 consultant told me I have 4 policies, I asked her why was this not mentioned when I called them initially and she couldn’t answer me. Also, the 1st time I called they said they will listen and find the recording. Mind you they never found the recording and nothing is updated on their systems. Which surprises me because for every interaction you told the calls are recorded. They promised me that they will investigate and give me way forward by end of business yesterday, and nobody bothered to give me feedback. I want them to refund all my premiums as they ****ed up and now they cant even own up to their stuff up.