No customer service

I have an educational policy since 2013,a few months ago i notice that my debit order isn't going off,i tried calling with the number they provided,but all you get is a robot,for the last month it's been a nightmare,if i get a hold of old mutual than its either they cant assist me,or they take my details for someone to call me back,but that never happens. 3month now no debit order went off i send them an email after several i finally got a reply that because of none payment my policy will be canceled,what a joke,instead of emailing me why dont you call me. Since that email i ask them to call or to send me the number so i can call them,what did i expect again no reply. This i pick up last year already they customer service shucks.can never get a hold of a customer representative