Policy reinstatement

I have 2 policies with Hollard policy number ***0 and ***1,they debited my account on 28-dec-2015.On the 05-Jan-2016 I called them to confirm my beneficiaries and they told me that my policies lapsed.I spoke to the consultant Gugulethu and she didn't want me to talk to her supervisor/manager.I don't understand how they lapse my policies and continue debiting my account.<br> <br> I request reinstatement or full refund of all my premiums.<br>