UPSET AND DISAPOINTED CLIENT OF NEDBANK :-(

I have a home loan account with Nedbank for more than 20 years. I paid the loan account finish a good couple of years ago ( I think 2016 or so). I specifically requested for the Home Loan Insurance to remain open, especially for the unforeseen circumstances.I called this morning to put a geezer claim threw as my geezer burst early hours of the morning, only to find out that somehow my debit order for May was not taken and now this prevents me from putting my claim through. Because my loan account was paid up so many years ago and I left this account open and my bond repayment is very little (+- R5 odd every month)., so now Nedbank claims that they didn't run my debit order and now I cant claim for my geezer. I am very upset and disapointed with Nedbank and I want my geezer to be replaced A.S.A.P and I dont want feedback within 3 days like the agent told me now.