My policy made inactive because of bad service

On 22 Sep 2015 at 10.22am, I phoned Old M as my policy premium was due to come off on the 5th Oct 2015. I asked if I was allowed to skip that payment & what the process entails, as I had never missed a payment the OVER 10 years the policy was in place. Ferosa Baron advised me that she would change the premium date from the 5th Oct to 31st Oct so that it is not taken as a missed payment. She assured me that everything was in order, that my policy WOULD NOT BE INACTIVE as long as the premium is deducted by latest 31st Oct. On the 30th SEP, my premium was deducted & then returned by my bank. I phoned OM to ask why a premium had gone through as that was not what we agreed upon. I spoke to Ferosa & after a while she eventually said she recalled our conversation clearly & said she would investigate. She called me the next day to say that there was a mistake on their side & that everything was now in order with my policy. On the 31st Oct, my Oct premium (with annual increase) was deducted. All now seemed in order. I noticed that the Nov premium was not deducted & today when I enquired, a Felicia said it's inactive.NO COMMUNICATION FROM OM WAS RECEIVED AT ALL. I WANT MY POLICY RE-INSTATED!