Over charged on a life policy

I am a premium payer of Johannes Poo,policy no:*** of 2013. I made a query about the above mentioned policy with Metropolitan between 2018 and 2021,reason being I was verbally informed that the policy has lapsed while the policy was debited from my previous Absa account.i first made a query with their consultant at their branch in Florida branch and the second one was through making phone calls with their call center trying to make them aware that they were double charging me.On 2020 August they advised me to open another life policy with the same person who is a policy owner,policy no:***.I then wrote an affidavit making them aware of the same matter but it seems like they are not willing to come on board about the matter hence the 2013 policy was still active till it lapsed on 2022 February.