Hollard is a **** and bad service

I called in to find out my outstanding balance only to find out my policy has lapsed because payment was to captured on their side. They keep tranfering me from one department to another I have sent proof of payment but still not being assisted.the only feedback I get is there is nothing they can do the policy has lapsed I need to start from the beginning after I've been a member for over 5 years,I did not even receive any form of communication until I called that when I got a shock of my life. I also tried to claim the 20% cash back they are refusing with the payment saying I didn't join it no one explained that from the beginning I've been asking for my voice recordings