Poor service to a client that paid a policy for 16 years

Policy no FF*** I started paying for my policy in 2009, which makes me a long 16 year standing client. In December I made a payment directly into my account, my payment was not allocated. I received an sms that my policy has lapsed due to non payment. I emailed proof of payment and they comfortably responded that my policy lapsed. Metropolitan is interested in new clients than maintaining a long standing client which they don'ts even make an effort to listen to. I guess this is most significance cancer for many companies. Will you read my emails properly, check the proof of payment on my attchments and confirm that surely you don't want my services after paying you for 16 years.