Dissatisfied Client

I have a funeral cover with Old Mutual for three year's going for the fourth year this year...On the 21st of February 2019,I received a call from their head office quater' s notifying me that this month my funeral cover is going to lapse...This was new to me because I have been paying them and I'm sure of this as my premiums have been debited from my account each and every single month...So I asked the lady who contacted me how is it that my policy is about to lapse as I've been paying every single month and she advised that she cannot assist me and I need to go to the nearest branch...So on the 23nd of February 2019 I went to the Old Mutual Branch in Alexander and I spoke to one of their consultants and I explained to her that I received a call from their head office advising that my policy is going to lapse due to payment not being received...So the lady checked on their system and she was able to find that apparently yes I have been paying my premiums however my premiums were being transferred to their Suspense Information and the total amount that was there is R4300. When I asked how does something like that happen and she could not advised nor provide me with a clear explaination...She only advised that the money was going to be refunded to me however my question is that how would they refund me if they advised that my policy is going lapse...I feel that this was going to be a total ******* because I was only notified that my policy is going to lapse four days to the actual date for it to lapse and there was no communication received from my side to let me know this and my question is,their suspense information department was not aware that there is money coming into their account and what is it for. I'm still confused because even after they were able to trace that the money has been transferred in their suspence information they advised that I need to wait for seven business day's for them to provide me with feedback where else my policy has only four day's to lapse... I'm very disappointed as a client and that the company itself is ************* and I trusted them with my finances and for me to be protected as a client but they failed to do so even when I made sure that I'm paying my premiums on time!!!