Metropolitan - Not a good choice

In June 2020 I sent a change of banking details to Metropolitan for my funeral cover. To my surprise in November they tell me that my policy has lapsed. After explaining to them that my debit order details were changed and that I got that confirmation, they realized their mistake and made necessary changes on their side as they have initially ignored my email. On 25 Nov 2020, they have debited my account with R380.00 (monthly premium R95.00) saying they are debiting for the previous months that my policy was not debiting. I was assured that my policy has been updated and active and that going forward they will debit the correct account. Now today I'm told my policy lapsed long time ago and cannot be activated. Why did Metropolitan take my R380.00 from my account in November 2020? Again, is the policy not lapsing after 3 months of not being paid? They always say calls are recorded. Can they please check my conversation with them in Nov 2020. I want this policy reactivated as soon as possible. I have 2 policies with metropolitan of which I'm paying R841.00 monthly for the other one. I'm now thinking otherwise.