No communication from Old Mutual

I phoned the Old Mutual support line on the 16th of April, asking for a payment holiday on my policy due to a decreased income during the Covid 19 lockdown. The agent transferred me to a consultant which gave me the options, and then transferred me back again to a support agent. I asked her to provide me with a payment holiday. She said that she will process it on the system and I will receive an email confirming the details. She said that she will also switch the debit order details on my policy to their "dummy" account to prevent the debit order from going off my account.

On the 1st of May, I noticed that the debit order did not go off. So I thought the payment holiday was in effect even though I did not receive a confirmation email from Old Mutual. I sent an email to Old Mutual asking if the payment holiday is in effect now or what, since I have not received communication from them. The email was sent on the 7th of May. On the 9th of May, I receive an email from Old Mutual stating that I missed paying my May installment. So now it seems that Old Mutual thinks that I am not paying my premiums, even though their assistant was the one that changed the debit order and promised to enact the payment holiday. Can Old Mutual please get their act together and start communicating with both their staff as well as their clients and resolve this issue?