Hollard Funeral Policy Canceled

I had a funeral policy with Hollard which was canceled and I have phoned 3 times to try and find out why my policy was canceled. I have been told that I requested an upgrade and when they tried to debit my account they failed and this led to the policy being canceled. Nothing was communicated to me.

All I want is proof that I asked for the upgrade, failure to that I want all my premiums paid back.

Hollard customer service is teribble.