death of a child claim

funeral cover claim was for my son who died end of jan last year . and claim was declined saying it lapsed yet on the terms and condition during the sale you say even after 6month of none payment you still pay out the claim and , i was only owing 800+ and u only refunded me the 800 plus that i had paid ,,yet they where saying the payment was not found i was promised multiple call back but not even one was received. i asked them to pause all y debit order until query is resolved yet they still debiting my account ,, i feel ****med i only took the policy because of how it was sold t me ,i was promised a dream that will never come thru ,, i Mear simple claim of a child loss can that i made last year which till date is not being paid and yet they still debiting my account during the calls i made i was also advised that all ur chldren will be covered even when they are not on the policy when i wated to load my late son . the lady said don worry mam ur son is covered u can just take the birth to old mutual and they will assist you ,, when i did i was told the system that not allow to load they where offline , but if it happens i must just submit a claim with documents , till today nothing has happened yet they are busy debiting my account even when i asked them to stop debiting until this query is resolved .. i have requested to be refunded all my premium ,, all no one is willing to help ,, they just cut their lines