Bad service from Nedbank

We took out a Funeral Policy for our Gardener who has been with us for about 40 years And pay by Debit order, but even though I am the payer, he has to have an account as well - so the D/O goes from my account to his. In Sept last year they simply stopped taking money from my acc. which has been running since 29 Sept 2022. Consequently the policy lapsed. We paid in all the premiums and the policy was reinstated but only from Jan 2024. Point is there is a 6month waiting period and Nedbank cannot explain why the D/O stopped because there was always sufficient funds in the account. 4 visits to the bank and we're back to Square 1 and phoning the bank for an appointment with the manager you are put through to a call center who refers you back to the bank. WOW What service to a loyal client since 1998!!!!!!!!!!