I had a funeral policy with them, so 2022 December they collected their premium as usual only for it not to be updated as paid in the system

I had a funeral policy with them, so 2022 December they collected their premium as usual only for it not to be updated as paid in the system. I was immediately alarmed whwn they called and told me I was outstanding the premium I provided them with proof which they saw from their side they kept escalating the matter untill My policy lapsed and I was never reimbursed my money back