Change from debit order to stop order

I requested to change my premiums from debit order to stop order from my financial adviser December 2014 as I was upgrading my policies. Since then they have been stories then eventually someone did something and I got my stop order active from June 2015 with my salary office with all the proof of payment till to date. On the 03 September I received an email from old mutual with the attached the of my latest contract then on the 04 September I receive another communication that I missed premiums as my policy reflects as a debit order not stop order but my salary office send then remittance for proof of payment. On the 5 August my adviser had to my extra mile again to communicate with services department and they said everything was in order with a proof attached. In July I paid one of my extras life covers twice since they said they was no payment from June that was paid via stop order and a debit done again on the 14 July. Since I requested an addition of my partner cover and adding kids for final expense, from June I always get something. Today 09 Sept I got an email that my premiums are currently on the refund tray. Funny my other policy is up todate with same method of paymen