Premium cannot be allocated

I have a funeral insurance with them and the staff in customer service are so unprofessional and cannot assist me as their client with a premium which appears to be on arrears on their system while it has been paid. I went to the branch to enquire and teller was so professional and helpful as she was patient and has listening skills unlike those in customer care. I haven't been able to get the answer I was looking for as the branches doesn't have power over that, but client Service is useless and unprofessional. Assist please as I have been going from pillar to post without being helped..