Bad service

I missed my premiums I called old Mutual spoke with Denise on the 20th of June she advised if I do not pay the policies they will lapse I made arrange for 1 debit to go off from my old bank account and said I must send an email to request new debits to go on new banking details I' ve been sending emails no one is getting back to me and they are not debiting my bank account I was told by Denise if I dot pay policies will lapse the arrangement was for the 30th of June today it's the 3rd of July