Disappointed

I have cover with Hollard for 10years and never missed/skipped my monthly premiums. Today i call for a simple request and I'm being told that it is not possible! Can someone with better knowledge phone me and assist. I don't want the debit order to go off from my account this month as there will be no funds in my account. Busisiwe Khumalo advised me to go ahead and complain * who does that* to top it up she was unable to cancel my policy as debit order has been submitted to the bank? Really? Cancel if you can't help and do not debit my account or else i will take it up with Ombudsman!