Hollard call centre has *********** staff!

I recently changed jobs and had a bit of trouble changing my debit order date for my Hollard Funeral policy and as a result I missed 2 debit orders. I was responsible enough to make a manual payment after I was given banking details from a call reference number: ***. I was told that I requested the debit order date to be changed too late in the month and will have to make a manual payment, which I did. I then got confirmation via SMS that a debit order from Hollard went out as well. I requested my bank to reverse it. I received an SMS that my policy was cancelled. I called the Call centre and spoke to Lydia and have been liaising with her since then. She promised to get back to me since Thursday last week and to date no response via email or telephone. The first person that I spoke to arranged for a debit order without my knowledge after he told me to make a manual payment, how stupid is that? The second person is not accountable for a simple request for me to be reinstated. Hollard is running a call centre with the most *********** bunch! I'm terribly annoyed by this.