Bad system

I app**** for a funeral cover with capitec bank in July debit order was suppose to go through on the 27 every month. No debit order went through and i have money on my acc. On the 25th October i made a cash payment. But today i was told my funeral cover is not active. I dont understand because these always money on my acc. I dont know what kind of system they using but this is just wrong in many levels.