Incosistency

I am extremely appalled by the service experience and inconsistencies of FNB call centre staff members. I have previous stopped one of the funeral covers from debiting my and ended up cancelling the entire cover. A few months later I took up a new funeral cover which was supposed to debit funds from my account on the 26th of August 2020 but it couldn't go off because of the debit order I previously stopped. I acquired this information from calling the insurance department and I was requested to speak to general banking to remove the hold of which I successfully did and to my surprise the debit order still didn't go off and that was supposed to be a double debit to cover the previous and the current. I then had a chat on the App with another agent to confirm if the block was properly removed and they had assured me it was removed and I needed to confirm with the insurance department why they haven't been able to debit. Instead I went to the complaints tab on the app because I am tired of getting the runaround and I needed some real answers, this morning I receive am SMS stating: FNB :-) Funeral Plan FI*** has lapsed due to non-payment of premiums. Queries? Call ***. FNB a div of FRB Ltd FSP 3071. Insurer FSR Life and shortly after that an agent from the insurance department called me and stated the very same and that I should speak to the general banking to remove the whole hold which left me puzzled after so many attempts.