I had a funeral policy with old mutual that had missed debits due to external factors between old mutal and my bank provider

I had a funeral policy with old mutual that had missed debits due to external factors between old mutal and my bank provider. Old mutal failed to notify me of any issues, when queried i have been advised that contact was made to wrong email and postal address although my telephone number was correct I did not receive a phone call advising me of these issues. When investigating on my bank statement this morning I noticed the missed debits and queried, I have been on the phone holding on for multiple calls exceeding more the R200 airtime today alone with no assistance or help. Call center agents where rude and unhelpful with branch staff not being able to offer much assistance. I have lost confidence in this service provider and my next step is the ombudsman