NO Customer Care whatsoever

i have been a customer of capitec bank for many years now , i opened a life policy more than 2 years ago , my husband lost his job about 3 months ago therefor i missed 3 payments i have phoned in to get a extension as i would be able to pay within the week and they just plainly refused , my policy has lapsed and i have to now open a new policy i was told to be frank where is all MY money going of all the premiums of theses 2 years this is *****ING,THEFT .... They do not care for the people , there is NO Customer care or help with this bank , they did not even try to understand and assist i have not had this policy just 2 months i have had it 2 years