Capitec bank funeral policy

I'm so ****ed and irritated with Capitec bank I ve been using the bank for years and have funeral policy with them which I have been and they miss to take 2 payments by not going to my account.....i tried to fix that problem on my app and i couldn't win and they advised I must do in the bank which i did not yet because of time.End march again the did not go to my account and after few days they sent me message that my policy has lapsed I call them and the lady who was helping me by the name of Mapule did confirm that yes it shows they did not do any debit and the money was there,she said she's going to escalate the problem and today after a week they send me message that i don't have policy with them I must start from scratch but why while its them who did not debit.......I'm sI furious