LAPSED POLICY/ DEBITS

I took out a policy for my mother which was supposed to start two months ago and but it did not start, when I called the call centre ,I spoke to the Consultant by the name of Nomthetho who told me that the policy will be redated and start in the following month, when that month came Hollard still did not debit my account, I had to call again and I spoke to Busisiwe who told me for some reasons they have my old ned bank account on their system which I have not used in a year now I then gave her the correct account number from Capitec and she assured me that the policy will start end Nov but still the debit did not go through. again I called the call centre spoke to Dineo who told me that when Busisiwe was updating my bank details she did not link them to the policy and as a results they tried debiting me in the none existing account of Nedbank and they got a rejection . but she will arrange a special debit for the 7th and I received an sms confirming that the special debit has been arranged .this morning I received an sms notifying me the policy has lapsed and again Busisiwe is telling me that they still have the nedbank and capitec details on the policy .