PATHETIC SERVICE!!!!

I requested for banking details to do a cash payment way before the grace period expired. Gave new banking details and no response for days! I then received an sms saying my policy has lapsed. When I enquired how is this possible... I got a response from Bianca telling me that she never got my details on time to update on her side and *unfortunately* the policy had lapsed, and she attached their banking details on the email. What am I going to do with them cause the policy has lapsed!!! Now end of June they debited my account, how? I don't know cause they told me that my policy had lapsed and I do not have any communication instructing them to reinsatate. On the 14th of June Bianca emailed me saying she is escalating the matter further, till today she's still saying the same thing!!!. THIS SERVICE IS PATHETIC!!!! (1. I had to sort out my policies when I started with you as your consultant made a big mix up. 2. Had to bury my father last year with other funds as my claim was not processed in time, when I called a week later to find out what's the status of my claim, documents were still not attached / sent to the relevant department /person, I still stayed calm regardless of the inconvenience caused and now this. 3 !!!. If any of my family members covered on that policy passes away before this is sorted out, there's going to be chaos!