Bank details not changed and policy about to lapse

In November lasg year i sent an email to old mutual regarding the change of my bank details. I got a form that i completed and sent back. I assumed that everything was in order. When i check my online portfolio i noticed that my grandmother's policy is not listed. I went to laspsed policies and it appears there and its written about to lapse. I have been with old mugual for a number of years and this time around i am dissapointed at the service that i got. No one bothered to tell me the details were not changed and if i do not check i would have noticed this last minute