Funeral Policy

I have an account with Capitec where I decided to have also a funeral policy with them for my family last year I have missed two of my premiums which thy send communication that I owe, in October I had a problem where there was a deduction out of my account which I didn’t authorize that made me miss the payment of October I went into the branch in Westgate and asked for double deduction end of November which was granted today 01/12/2020 debit order for one payment was deducted and at 10:41 I recieved a messages stating that my policy has lapsed I called the Capitec call center and I was told it has lapsed there is nothing they can do I must go to the branch which Thy will say the same, I am failing to understand how does this happen where I have made arrangements for the deduction to go through and thy didn’t and taken the monthly deduction and tell me my policy has lapsed. I am not happy at all I have been paying this policy for a very long time to be told I have lost the money, with wrong information given from their branch