Debit order issue not addressed

I took out a new funeral policy for my grandfather in April then instructed them to deduct the policy from May after the first policy came out my other policies never debited. I called Hollard to inform them about my policies not being debited they re assured me that they would double debit but never did

I manually made a eft payment and I wrote a email but still they call me to tell me that I'm in errears for 3months yet I have made numerous calls and pleas for them to fix the problem with my premiums