Lapsing policy/pending premiums

Good day! My name is Virginia ,I have 2 funeral policies with old mutual which I pay at the same time every month,I have had those policies for over 5yrs,now one of the policies has lapsed which is where my problem starts because I have been going to the Old Mutual branch in Atteridgeville for the past 4 months and they had told me the premium were not allocated for the past 4months and the money is hanging.I went there yesterday 29/08/2023 the money was still not allocated.Today 30/08/2023 I call the Old Mutual head office to find out from their side spoke to Khaya who hung up on me when I started asking questions,I then called again and spoke to Melissa who also hung up on me after saying she was still checking.The consultant's at Atteridgeville when I asked them what if someone dies and the status is still lapsed pending,the consultant said Old Mutual will sort it out.The end of June I received a refund from Old Mutual for the pending premiums which I did not ask for all I wanted was for the premiums to be allocated,on the 4/07/2023 I went to the branch to inquire about the refund,the consultant called their head office and he was advised to tell me to deposit the money back and I deposited the money.On the 29/08/2023 I went back to the branch in Atteridgeville they told me the money is still not allocated.Now Melissa the consultant I called today 30/08/2023 tells me the policy lapsed on the 19/03/2023 when I ask how did that happen because I did not receive any communication about the lapsing policy she hung up on me after saying she is still checking.