No Help,dropping calls

At this point ive had it with hollard funeral insurance department. I've made several call in attempt to update my banking details. I'm not sure if the agents are dropping the line or being cut off by network because the other one just asked me to hold the line and then put me back to the automated voice for option selection.

The one agent i spoke to tells me my other policy is about to lapse because i havent been paying,how????!!!i have sufficient funds monthly on my debit date and the funny thing is you are successfully debiting for the other policy and FNB has never charged me for a bounced debit because your payment never bounced.

My suspicion is that you only sent one debit request,also why is my premiums increasing twice this year??? May&August??