Poor service received, no one is willing to assist

n May I made app payment for my funeral policy in May (2 premiums) and in June 2024 (1 premiums). On the 16th of July I received an sms that my policy has lapsed due to no payments received for my funeral policy to my surprise I called the bank and a lady by Penelope advised me that after making the payments I was suppose to call and request the bank to allocate my payment so far the money is in their suspense account and was not allocated hence the policy lapsed due to no payments received.

I asked her that since the payment was not allocated and the policy has lapsed can they please refund me, she requested that I send both bank statements and I did till today no feedback. My question in those 2 months I called and was assisted by an agent . Why did they not advise that after making this payment please call this department so they can allocate the funds. Where is my money hanging? Policy lapsed as they claimed no payment was received, I have provided them with a bank statement and a guy by Daniel Molefe promised to call me back and he never did, I have been calling countless times no one is willing to assist. Can FNB please refund my money since it was not allocated fine? I didn't know that I needed to call but now where is my money for 3 premiums.

FNBREF#***