Capitec lapsed policy while on a payment holiday

Good morning I recived a message from Capitec funeral that my policy has lapsed, That is after I made arrangements with them in May already. In May not sure the date, I called in and explain the situation that I cant pay my premius because of lockdown, no salary. The guy asked me if I missed payments yet I said no and he said I must not worry I can miss up to 3mnths and if things dont change. I must contact them back. Mid June recieved a message reminding me to pay. That is when I called in again and I spoke to Benita I told her I phoned in to make arrangements I agreed and she told me nothing is on system but she will make arrangements for me. She then explained about the 6months paymemt relief and I was so greatful because I thought its 3months and she explained due to pamdemic there is that option. I was on hold for a long time, excusing herself the whole time comfirming this and after she confirmed with me that I am now on a 6months payment holiday, I asked her what if something happen while on this holiday, she asked me to hold again and came back saying I will be covered but they will deduct the outstanding amounts while on holiday. That was the 23rd of June 2020 time 13:44 and she gave me a reference ***0. Now since the 6th of Aug when recieved the sms that my policy lapsed, I have been calling them non stop and no one wants to take responsibilty and fix this. First person I spoke to was Carmen Carmen cause she said her surname is also Carmen. She read everything and told me she will email the person I made arrangements with to call me. I felt she was passing the buck with no solution to this and what mostly hurt me was when I asked her if I can put down as I was on hold for long while she was gathering info, and was worried my airtime would run up, she told me to hold until she finish emailing Benita to call me, that took time as well and I was praying my airtime not to run up. Second person and third person I called same thing, told me Benita will call you. Only Wednesday I called again and I spoke to Lebo she was diffrent, kind she listened and says she does she the conversation and that I did speak to Benita on the 23rdJune but she also see that payment holiday was not approved and I asked her howcome becsuse she did not even say it will take a week or month to be approved, she told me same day comfirming that I am on payment holiday. Lebo said I must not worry she will escalate this and I will be called in the next 24hours but nothing. I told Lebo I hope someone really calls because Ive bee calling no help, no proper feedback and each and single call I spend about 45min to an hour, all that waste of money on airtime instead of food, and for a person thats not been getting a salary. She apologised and said I must wait for their call if they dont call by Thursday should call back. I have been calling again and again and emails after the other on *** but no help and I do not want to leave this dragging as it is really worrying me and frustrating me. How can a policy lapse while on payment holiday and no one wants to take responsibility. Last night after I sent several emails, got an email that we trying to reach you must provide an alternate nbr but not a single missed call. Between 4pm and 6pm there was loadshedding maybe there was no network coverage but I sent them another email, called them today the 14th again from 9am till 09:40 no one is picking up, Was on hold whole time till my airtime was up. Please assist me as this policy is very important and never missed hence saying its important especially during this time and you cancelling my policy Ive been paying while made arrangements. Reference nbr I was given by Lebo escalating this issue is ***3 Ctc nbr ***