Poor Customer Services

I have been trying to follow up with Hollard on a funeral policy I have held with them for many years. Their customer service inbox is as good as dead (***), I send them a message and still have not received a response after more than 2 weeks. I then contacted them on Twitter (DM), they take just as long to respond there as well. Eventually I requested them to call me back via their website. I received a call, and they advised me that the policy has since lapsed. Upon investigation on my side I discovered that I have been making payments towards the policy, contrary to what they advised when they gave me a call.