Policy Lapse with vague reasons

Good Day My experience with Hollard this past two weeks has been horrible. I missed a payment in September for my Funeral cover of which was not an issue because on the 6th of October they sent me an sms stating that they will debit my September premium together with the one of October which was not an issue. The date in October which they were suppose to debit the funds came but there was not debit that took place according to my bank statements though they claim that they tried to debit but there were no funds provided for the debit. So they claim. Upon following up with them as to what happened they told me to send my banks statements of which I did. Having done that nobody has bothered to come back to me to let me know that they received the bank statements. I have phoned them on Wednesday last week following up and they told me the same thing of sending my bank statement of which this time I had to send it to a guy's email address by the name of Gerald and he promised to get back to me that same day and he never called me back. Again on Friday I called them to check up on this matter but somebody told to do the same thing. By Monday a lady by the name of Lee-anne and I was already home by the time she called and the bank statements were at work so she promised to call me Tuesday and up to this day she never called. I called again today and spoke to someone else by the name of Masechaba who also asked me to send the bank statements again of which I think it is becoming rediculous now. My problem is how long am I suppose to get a feedback from them?