After 7 yeard of paying a funeral policy at Hollard they suspend it without any solid reason

I have had a funeral cover with Hollard since 2014, and in November 2019 I called them to update my banking details as I had changed banks. I spoke to a lady who took down my details and she advised that I would need to make payment for the month of November because it was late for them to debit my new account. I requested her to please send me the banki9ng details for mw to use. she sent them and I made payment on the 26th November 2019. I was not contacted to advise that the payment for November was not received. so as of December the debit order was meant to off my account. in January I received an SMS stating that I am no longer covered and due to non payment on the account for 2 months. I tried calling them but could not get through. I was then contacted by an agent who then promised to call me back later that day as I was unavailable to speak at the time she called. I received no call, than after a couple of days I received another call, and I advised the agent of what transpired, but was not given a hearing instead I ws told that it is my responsibility to make sure my policy is paid. I then asked to speak a superior, who was not available at the time, after a few days a gentleman by the name of Edward called me. I explained to him what transpired and he too was adamant that I am to blame. I asked him to go back and listen to the call I made to change my banking details. he then came back to after a few days and advised me that yes I called but the debit order was returned in November and because of that reason their system automatically closes the new account given to them. I tried to ask how would I have know that if I was not informed by their company. and how can ones policy be suspended for two months of non payment when I have been paying since 2014 without any issues. he just blatantly told me there is nothing they can do about it as it is my fault and I need to make payment to keep the policy, which would need to start from scratch and the waiting period would apply. I tried to reason with him but he would not hear me out. because I was not willing to accept the blame, he then said he would escalate my complaint to the complaints department who would call me back, but to date I have not been contacted by them. he also promised to send me the banking details which was sent to me, and I deposited the money into the wrong account apparently according to Edward. I have never been disrespected by call centre agents the way Hollards agents have disrespected me. I spoke to a lady by the name of Ofentse as well who was arrogant and dismissive, as everyone else that I was in contact with. after almost 7 years of paying a policy, I am no longer covered and not because of me failing to do what I am supposed to do, but because of their incapable agents and failing systems. I have lost 7 years of money to Hollard. very unhappy and disappointed in then.