My Policy lapsed despite me having sent an email to update my banking details

I have had an old mutual policy for more than 10years. I have been paying every month without fail. On the 16th April 2024 I sent an email to Old Mutual to advise that I have changed my bank account I supp**** them with the new account details. I received an email acknowledgement. I called them after a week to confirm if the changes were made, but I was advised that they have made an error, the system didnt capture my details. On the 8th of May I received an email from Old Mutual to advise that my Policy has lapsed due to non payment. I then wrote a complaint to Old Mutual - ref CCC***3. I got a response with a revival form that i need to complete. I completed and sent it back. Today when i called to check if my details have been correctly captured and if my policy has been reinstated, I was advised that my policy is still canceled and again there was an error. I need someone to contact me from Old Mutual, to advise if my policy has been reinstated or if Old Mutual will refund me all my premiums that I paid for more than 10 years without any benefits.