Debit order not reinstated by the branch and they want to cancel my policy yet its not my fault.

I went to be Branch in Boulders shopping centre last year July and requested them to reinstate my debit order for all my policies I have with old mutual. I have submitted all the required documents at the Branch. I just got an email saying one of my policies is going to be cancelled because a payment was not done since last year August.

It is not really my fault that someone didn't do their job properly by reinstating my debit order and I am not going to be punished for anyone's incompetency. I have had this policy since 2015 and I have been making payments since then.

Debit order was not reinstated for this policy and its not my fault, and I cannot have my policy cancelled due to their incompetency. Why did they reinstate a debit order for all other policies and left only this one?