Customer Service

I have a life cover combined with a funeral cover with Old Mutual. They were supposed to double debit me this month but to my surprise they only debited me once and came back and say my cover has lapsed. Which i don't understand because my account has got money. Why debit me on the 1st of November 2017 and come and say it has lapsed. if anything happens to me my kids will never be paid out. Please explain to me before end of business today otherwise i am taking further steps.