Life insurance *******

I have had my life insurance with Old Mutual Greenlight for many , many years and in September I asked that they update my banking details , which took them weeks to do until I missed my October premium (I have emails to prove that I made follow ups) , in November they still did not take the premiums, I am the one who still had to call and ask that they take the premiums, I was promised by the Consultant that in 4days the premium will be debited but I have to call in again the following week to arrange for the other outstanding premium, the Consultant refused to give me a reference number for the call , kept me on hold until he hung p the phone, no debit to this date, I STILL sent emails about this and no responses and when it is Convenient for OLD Mutual they now can send me a lapse letter??????? I am not understanding , I am sure they are regulated , I will be escalating , after years of paying my money they decide they have had enough , well not soo easy, I will be escalating this.