Bad service at Metropolitan life

I'm very disappointed with the service and the way my query Metropolitan has handled after being thier client for 16 years with 4 policies. Their consultants do as they pleases in our policies they changed method of payment from stop order to debit order and add cash backs on my policies with my concern now my 3th policy has lapsed with out my knowledge that it has not been paid I'm told to pay "(METROPOLITAN: In order for us to consider reinstatement on policy *****,we require an amount of R2508.77 still outstanding. Offer valid for 30 days. Arrear premiums can be paid into Absa bank account *** using reference ***.Please fax a copy of proof of payment to *** / email: ***. ) I requested my poli y to be put on special debt as I do not have the amount they are requesting now, I have not been helped.