Hollard insurance refuses to cancel debit order on policy ***

I took a Pep funeral policy *** on behalf of my mother years ago. I was paying for this policy through debit order , as I was employed. I called Hollard to arrange that I will be paying for this policy by cash at the selected, as my mother will be assisting me to pay. They are refusing to cancel the debit order , they sending me from pillar to post. I do not want to incur unnecessary bank fees , if the debit does not go through . I have never missed a payment in more than 10 years on this policy , the least they can do is to assist me with the arrangement. As loyal client, I deserve better.