Lack of response and working in Silos

I have a life policy for over 20 years , the payment was returned , I called the service desk who sent me the account details for me to make the deposit , thereafter they processed a manual payment . They have been sending me threatening messages to say my policy will be cancelled. When I gave requested a refund of the duplicate payment they are asking me to be patient . I am a retired person and cannot afford duplicate payments on my account . The reason for these problems is clearly Hollard life works in Silos and their staff are not communicating with each other . Tge lack of response is another problem , ‘it’s like pulling on hens teeth ‘ very disappointing