Policy that lapsed but it was paid

I have a policy with capitec bank I was behind with 2 months, last month the 30th of March debit order bounced because I didn't have funds on my account and on the 02 of April I paid for the third month that it's debit order bounced so I can owe 2months but when I check on the app I doesn't reflect as I have paid but the money was deducted on my acc. On the 04 April I called the capitec call center where the consultant that I have spoken with couldn't explain as why the money that I have paid does not appear or where did it go to so I was given a reference number because the matter was escalated to other department since then haven't received any response from them and my policy has lapsed.