Cognitive distortion

Spouse took out funeral cover with CAPITEC BANK, all debits have been going through smooth until recently when he logged in and wanted to do some amendments to our surprise the account wasn't debited to an extend that it lapsed without anyone even calling to update us. Called and was told that there's a certain month which the debit order didn't run on the date agreed on he must wait for 10 working days for investigation to be conducted because they don't have answers to our questions at this moment and it isn't the service centre job but the branch. It is very sad in these trying time to get such service and response such as one being told that cover has lapsed they must log onto the app and reapply and note that 6 months waiting period still applies.