very disappointed by the service

Good Day I would really like to know what is really happening with my policy ********** 3. I called in at the beginning of the month and requested one of my policy( ********** 2) to be called and the lady that I spoke to said she will cancel it for me and I will only have one policy that covers only my parents. I was surprised to see that there wasn’t any debit order for the instalment on the 20/05/2019 and I called in on the 21/05/2019 to find out why didn’t you debit the acc and spoke to Rinki who said the policy has lapsed which I failed to understand why because you were debiting amount of R382.00 per month which was the instalment plus arrears on the account, and she said one of your consultant will call but till now I haven’t received any call about this and it’s really getting to me this issue.