Nedbank nightmare

I have a Nedbank Insurance Funeral plan and received a letter stating that my policy has lapsed due to none payment. I have never missed any payment since I had this policy. I then called Nedbank to enquire about the letter and was told it was an error. I asked for written confirmation as Nedbank also made sure to send written confirmation that my policy has lapsed. Up to now, I'm still waiting for a confirmation email that it was an error as advised by the consultant. I think it's the least that you can do....