Back Office Still Resolving the query but my policy shows as Inactive on OM App

On 04 Dec I received an SMS from Old Mutual OM) regarding non-payment to my policy. There was no policy number stated on the SMS however the message did say I can respond to get a callback, which I did immediately. I did not get any call from OM, that is when I decided to go to a branch in Northgate on 06 Dec with POP for both Parents' Funeral Policies (69345sb***2 and 69345sb***5). The lady who assisted me logged a call with OM's Back Office and I immediately got a reference number for (CEB***). Whilst waiting for feedback I received a letter via email about a Cancelled and Paid-Up policy which is my mothers' Funeral Policy. I was also on the same letter advised to pay R306 by 16 March 2020. In January I went to Northgate to enquire and Neo once again logged another query to OM's Back Office. I never received any communication with regards, instead I received two calls from Consultants who were selling me a policy. The first guy I spoke I told him that I have an outstanding query with OM and I though he was giving me feedback with regards to those, he checked on the system and confirmed that the Back Office was still busy with the query and will contact me and he confirmed with me that both policies were still active I should not worry. The second consultant who called me whom I thought was calling regarding feedback did not but was also selling me funeral product. I called OM on 28 Feb and spoke to Maxwell who spoke to the back Office I held on the line for 17 mins and requested him to please offer me some feedback with regards to the query. he promised to. Needless to say that I have had no communication since from OM regarding how they have fixed up the mix-up on the two policies I have and with the documents that were submitted to the by Northgate branch. Today I have checked on the App and there is one policy which shows that it is Inactive and I am not sure why it can be active while I am waiting for OM to resolve the issue.