FNB lazy Contact center agent

Fnb agent cancelled my funeral policy and when I called to confirm if my debit order was in place they said yes but my debit order didn't go through and when I called again they said everything is fine up until my debit order didn't go through again and I enquired with them via email then they told me that I should go to the branch ,when I got there I was told to call the FNBLIFE when we did they said that I cancelled my policy but when the bank staff and me check on my app it shows that I did not cancel the policy and they kept on insisting that I did when I told them that I didn't ...Now I have not been assisted and everytime I call they keep transferring and referring me to different department who are not helping with the problem on hand .I am so disappointed in FNB .How can I cancel a funeral police and keep calling for a debit order to go through for my policy .The only policy cancelled was the hospital plan .Now I have not been assisted and my policy will lapse soon due to *********** and reckless agent who decided to block my debit order without my consent.What the whole point of having the POPIA ACT in place if agent block and do what they like with our accounts.....