Policy lapsed - payment up to date

My premiums are up to date. I made sure that even when the debit order does not go through I will make the payment via eft. I was shocked to receive an email that my funeral policy has lapse. I do not understand as when I made the payments I have used my policy number as reference. Or is it because I am a pensioner that you are doing this to me. Please fix this and send me a letter confirming that my policy is up to date