I WANT ALL MY PREMIUMS REFUNDED!!! FROM INCEPTION OF MY POLICY IF YOU DON'T REINSTATE!!

I've had a funeral policy with FNB for over 7 years, paying premiums, and only defaulted 3 times now in 7 years. Over the years I've ensured that I pay the arrears within a month from receipt of a notification of a missed premium. Due to unforeseen circumstances, the October premium was unpaid, I had expected a debit order to go off this month with double premiums but nothing was collected. I called FNB today I spoke to a lady by the name of Mbali, ref number: FSR 4 VOICE*** who advised that FNB will not be collecting premiums from my account and I will need to take up a new policy and waiting period will apply. I am UTTERLY DISGUSTED by the process I was informed about as this is not highlighted on the documents that I have handy from FNB. I received an sms on the 13th of November informing me of the missed premium, my debit order date is the 20th of every month, FNB did not even attempt to collect the outstanding premiums and when asked to collect today, I am told I need to take up a new cover!!!!!!!!!!!! 7 YEARS OF NOTHING BUT DISAPPOINTMENT!!!!! WHY SHOULD I KEEP ANY OF MY POLICIES WITH YOU IF THIS IS HOW ONE GETS TREATED!!! The policy documents I have state that 2 debit orders will be submitted and nothing is highlighted regarding a cancellation of my cover due to non-payment!!!!! I have since been awaiting this information from your consultant and it's been over two hours and I have not received it.