Very bad customer service

Ver bad service I have Hollard funeral policy which I cover for more than 2 years so in March I asked my partner when reverse Avbob as they were debiting more they were suppose which I spoke to them and they agreed that I can so she mistakenly reversed Hollard on the 16 of March so when I checked on the 20th Hollard debit when off , so when the March debit went off two I though in April they will debit twice as they able to debit my account in March so I noticed they did not debit last month I went to the branch and the lady in JHB cdb the tried and said its best I call they call center which I and the I spoke was not interesting in helping she kept on telling your policy has lapsed which I explained I know thats the reason I calling she said my policy lapsed in March so I asked so why did your company debit my account in March she sad its a system error but my policy lapsed you can hear in her voice she was not interested in what I had to say so my question is how can a policy lapsed if these two missed payments ...if my policy lasped in March why then debit my account again the same month and this it was not debited my id ***