My wife has a policy for a good couple of years with old mutual Some months ago the policy was apparently been cancelled as the debit order did not go out

My wife has a policy for a good couple of years with old mutual Some months ago the policy was apparently been cancelled as the debit order did not go out. Old Mutual insist they have emailed her but she does not receive any mails from them. On our recent visit to SA we went in to the Branch in Pavillion and they helped said the debit will go out the next week. Again same story no debit. The reason they say the debit never go out was because the account was closed which is not the case. Now again the debit order has not gone out. I need to speak to someone who knows why it is not and if this policy is cancelled because of them I will write to ombudsman with all the proof I have that this account is very much active Old Mutual should take responsibility and say they messed up.