Bad Customer Service

I started my investment policy with Metropolitan on the 09 September 2016 and received acknowledgment and a welcome letter via postage. I later called them in the same month to notify them that their policy wording wasn't so accurate and wanted to move my portfolio as a whole, the lady asked me if i want to cancel and i said no since well I would be penalized. My Financial Advisor left for another company and ever since I've never been in contact only up until yesterday when i decided i want to review and check my policy. to my surprised that my policy lapsed. When i asked how they said cause of unpaid premiums. I was shocked as i have other policies with this company, why wasn't i sent any notifications? no emails no letter as they did in the beginning and no call whatsoever. When I called the call center i was told it was supposed to be my responsibility.