Lapsed my policy because they didnt action my request

I sent through a request to change my banking details well on time in Oct 2017 however this was not actioned and sent through a follow up email in Nov 2017 this was still not actioned. Now my policy has lapsed and they want me to pay R1200 before they can reinstate the policy. I moved my life cover to outsurance for the same reasons now they are doing again. The call i got from liberty is prety much useless because they are not even taking the blsme and correctling their mistake instead they insist on me paying R1200 to reinstate the policty seemingly acording to liberty this is all my fault and i must just pay for it, This is the reason why we move to service providers who care about customer service like OUTSURANCE!