Old mutual can't deduct full premium

I have a green light policy with old mutual. My premium was supposed to go off on the 15th of September and I missed it as I still had not transfer money to the account the premium goes off from. I called them and they told me the premium would go off the following day. They took the money the following day and instead of taking the whole premium, they only took half. I tried calling them and I was taken from pillar to post. No one seemed to know what is happening. That's in addition of long minutes on the phone till I ran out of airtime. I tried again on the 25th of September and I again had to wait and wait. When I eventually got through to green light, the agent did not have an answer. So he transferred to another service centre where I waited and waited till the phone dropped off on it's own. The result is I do not know why they deducted half the policy and whether me and my family are still covered. I have been paying this policy for years and i don't expect such treatment from old mutual. Such incompetence should never be acceptable especially when I have paid so much these years. Is this a ploy to one day find a loophole and say I missed payment even though I have made every effort to have the premium deducted? I am in this mess because Old Mutual failed to do a stop order from my employer. I tried it several times but they always failed. I know they are going to hide behind the Corona virus for their in efficiency. The bottom line is it should never be normal for a company not to know reasons for their actions.