Shocking service

I took insurance november 2023 , never missed a premium until 2024 november , which i requested for a double debit in december to be up to date which was done ( R 2 884.52 was deducted 20 december 2024 ) Jan i missed again and i requested for a double debit in Feb ( R 2886.00 ) Was suppose to be debitted which according to absa did not go through which i was suprised because i had more than the amount at the moment , and 1 march i received an email and sms advising my policy has lapsed and they will not reinstate due to the claim in progress , 3 march i spoke to Nhlamulo from collections who advised my outstanding balance of the premiums is R2800 , and i sent an email for a re-debit i was advised they cannnot do it as it has lapsed , 4 march sent an email to my claim handler Promise Sadiki , who requested for my 3 months benk statement which i did send from Dec to Feb which till to date I have not received proper feedback or be advised in terms of where the high oustanding premiums are coming from because this morning ( 11 march ) i spoke to Patience from Collections who also confirmed that my outsatding premiums is jan and feb however could not confirm where high amount of R 5000.00 plus was coming from , she placed me on hold trying to find out the reason for the r5000 , while on hold Promise called to advise that my outstanding premiums is R 4 952.63 she said she was advised by collection which they did not state how did it get to this amount , yesterday ( 10 march around 17:15 ) Promise called to advised that she escalleted the matter to management and management advised they can collect premiums together with the excess for my claim making the total of R 8 952.63 however Patience advised they cannot reinstate the policy or cover my claim yet it was arranged several for the premiums to be debitted accordingly but now this morning i received another sms that my policy is cancelled. to my suprise their debit orders have do show for a successful payment but they are not showing for the unsuccessful collection which im wondering did they even attempt or they just using previous outstanding without refreshing my profile because ( the call can pulled ) while i was with Patience on the line she was also shocked as to find out how am i having a high amount for outstanding premiums yet its for 2 months