Funeral Policy

I'm very heartbroken because Capitec bank can't take my complaint seriously. How can my policy lapsed and after that you were able to debit from my account? According to my understanding of the policy lapsed there is no way you can be able to debit from an account. Before that I received a message from Capitec that says my policy is behind with 3 payments and I am requested to pay one payment to avoid it lapsing, I did pay the very same day (04 February 2025) then they also debited on the (28 February 2025) still I was told my policy lapsed because they paid for other installments I missed in 2024. I have been trying to talk to them but I was told the insurer says there is nothing they can do. 😭😭 I have been paying this policy since 2020. I even took my complaint to NFO but still I wasn't assisted. I really hate this Capitec insurer. The insurer can't even give me real reasons why they were able to debit from my account whilst they confirmed my policy lapsed. How will I trust Capitec again with my money? This is really heartbreaking situation.