Poor service

Hi i received email stating policy has lapsed if you can check 1st email and confirmation regarding this policy since owner of the policy passed on on the 17th june july i started querying this policy it took me more than 2 months just to change ownership after you received all documents proof i have, we changed banking details records are on via emails and calls, told you guys to deduct full amount that is outstanding this month gave you new banking details no funds where deducted the money is still in the bank acc even now, then you have a decency to tell me policy has lapsed, last consultation i had was that amouny was 1200 now its 1500 how come, this is very unprofessional you guys need to sort this issues out, i cant be calling every day holding for 10 mins every day, listen to your recordings i also have a recorder on my phone as well what the hell is happening there really now this is not on, you sent a sms that an andre will contact me no call has been recieved tell me what should i do now? It's really frustrating really please get to me i even ask for banking details policy number *** contact number ***