Funeral policy

So today the 24th August 2021 I made a call through to the funeral cover department to find out how do I pay my policy because I am currently unemployed and there will be no funds going into my bank account. The lady I spoke to is telling me that there is no account number linked where I can make a payment. It can only be by debit order. So I would like to know where did my money go al the time because suddenly there is no account number where I can make a cash deposit. What a pathetic bank this is. I wouldn't advise anyone to take anything from FNB ever again