Dissatisfied customer

I took up a funeral policy with Metropolitan Funeral Plan FF *** inception date is 1 July 2016.I requested that my debit order date be changed from the 25th to the last day of the month telephonically, I was sent bank change request forms but I did not receive them - I was not aware that my request was not actioned and therefore my policy lapsed until I attempted to claim for my late daughter. Upon advi*****t that the policy is no longer valid I then immediately took on a new policy because one cannot go on without, I paid for my daughters funeral with the help of family and contributions and not the long standing policy that I entrusted to cover me.Today my account was debited twice on the old policy - the one considered "inactive" due to payment lapse and I am expected to pay for my active policy that I took on in May.I am so disappointed with the empathy exercised and the handling of my policy, I am such a frustrated customer - This service provider has broken my trust and I am not sure if I can rely on them with the bereavement of my policy members.