PEP/Hollard Funeral Policy Complaint

I have a complaint regarding a PEP Funeral Policy taken out in 2017. I took out a senior cover funeral policy at PEP for my mother in January 2017 and for the last 3 months i have been struggling to get hold of the call centre to get the new Pay@ number to pay the premiums at Pep Stores. Even the sms number just says that the policy could not be found. The call centre does not answer the phone. One time I held on for more that 20 minutes without any answer. With PEP stores/Hollard`s incompetence, the policy probably lapsed and in that case I would at least want the money back which i paid into the policy since it`s inception. I cannot believe that they cannot find the policy, how would I have been able to pay a policy that did not exist. I have spoken to several other people who are experiencing the same problem and Hollard`s facebook page is flooded with exactly the same complaints. How will PEP/ Hollard fix this problem?