Funeral policy

I have a funeral policy at Capitec.I am very dissappointed the way Capitec is treating me.January i paid twice.Ive been asking fir my refund,no one is helping me.Ive complained in 3 different banks but no luck.Now is April,i decided not to pay,i thought they will add that money.Instead they the phoned to tell me account is in areas,really.The bank i love so much.Im in arrears but they didnt want to refund me.🤨Im very dissappointed and hurt.