Frustated, keep going in circles

My brother Sylvester Moodley ( ID Number: ***)has a funeral cover with FNB.He is a fully disabled child.I have been doing many follow ups on his policy due to it getting lapsed. I have been in contact with one of the consultants that has been trying to sort out this policy drama. Last week i deposited an amount of R500 in total to accommodate for the policy fee's as well as bank charges as the debit order was set to go off on 21/08/15,i was then told by the consultant that i should call on 01/09/15 to check if the policy premium was received,yesterday afternoon i called and was then told that the money was not taken out, when i questioned as to why i was then advised that an amount of R450 was withdrawn on 25/08/15,the agent confirms that \FNB"went in to the account on 21st and tried to take the money but on the 24th they couldn't"