Non-disclosure and bad customer service

I’m so flabbergasted I went to the nearest branch on the 23rd of March to enquire about a funeral policy pause since I am no longer able to pay my monthly premiums, I was advised that an email will be sent on my behalf to request for a 6 months pause on the cover and during that voluntary period I will not be covered should anything happen,okay I understood that but I was called by an agent on the 29th to inform me that my request has been rejected,it would have been successful if the policy was 2 years old,okay that’s still fine but the policy was supposed to have lapsed after the day of collection date has passed since I last paid my premiums in January nd to my surprise my account was debited after someone sent me money yesterday, I am so ****ed nd want my money back.