A dissatisfied customer

My aunt (Azwihangwisi Mutengwe) has a policy with Old Mutual that she’s been paying for years, she only has 1 debit order that goes off every year in March as she pays for the whole year. Last year when the debit order was due to go off, there was not enough money on the account, her Financial Advisor contacted her and advised her that they giving her until this date to make payment, for her policy to remain active and if she doesn’t pay on the said date the policy will lapse, she went ahead and made payment before the due date. Weeks later the financial advisor came back to say the policy has lapsed because the payment was not allocated to the correct account in time, even though she paid to the account provided my Old Mutual and now they want her to start the policy from scratch and the price of the policy has increased drastically. It’s not her a fault that the money she paid was not allocated correctly, that is Old Mutual problem and they should’ve resolved it internally without inconveniencing the client. What about all the money she’s been paying all these years, is she going to be refunded since it’s not her fault that the policy lapsed. Please resolve this ASAP,