Frustrated client

I have a funeral claim for my mother in law who passed away last week and the funeral is tomorrow and I’m being told that my monthly that they have been deducting from my bank account are sitting in their suspense account and not allocated to my policy and they can’t process my claim. I’ve been calling since Friday and I keep being told that they escalating for the payments to be allocated…who’s fault is it that???debit order is going off my account every month without fail, I’ve wasted over R100 airtime calling and kept being promised a call back and no one ever called me back, I have a funeral tomorrow and have things to pay but here I am waiting for my money for a policy that I took in 2016 all my premiums are up to date never even missed a month and in return I get this pathetic service. I want my payment today please