Funeral Policy confusion and frustration

I had Funeral cover inquiry with Hollard Funeral Cover. I was given 2 different advises from 2 different consultants when I inquired about making payments to the policy which the premium didnt go through and when i queried alternative way to make payment within 7 days of premium date I was told to go to the branch to pay. When I called morning of 03rd March, 1st consultant "Tebogo" advised me to go to the branch to pay by swiping my bank card and the policy will be active right away. I went to Boulders Mall and when I got there, the branch was no where to be found, not even a note.

I called Hollard again later the same day, and when I spoke to 2nd Consultant "Priyanka" she told me the different version of story compared to the 1st Consultant whom I spoke to by the name Tebogo. Priyanka told me that I have to pay for Jan,Feb and March premium, bear in mind Im only due for Jan and Feb, and after paying the 3 months I will have to wait for 6 months before the policy can be active.

I have been a member of the 2 policies with Hollard for over 10 years, no compassion or to ask what may be the issue she told me with attitude that whatever the 1st consultant said its not right I should listen to what she says.

All I needed was guide on how to keep the policy active and what methods to use to pay, either eft or something like that.

I ended up with more frustrations on how to proceed with this. I have other policies with other financial institutes but have not experienced such incompetence and frustration when dealing with our money. All I needed was someone to help me.