Policy cancellation bad service

In June 2015 I sent a cancellation letter to my funeral policy and I got a correspondence that they have received my documents and attending to the matter, in July I received an sms stating that I need to make payments on my policy I called them again and I was told to forward the email again for my cancellation which I did as well, and got an email that they will attend to my query in August I received another sms that state that my policy will lapse if I do not make payment, I do not understand the service they give I've been paying this for 5Years now but im getting this kind of service I m still awaiting for response from them as well as answers to my question on what will happen to the money I paid to this policy I need answer It is not my fault the policy lapsed I did what I was told too they need to take responsibility for that. Can I please get answers.id number ***