Old mutual is a ****!!!!

I have 8 funeral policies with Old Mutual and earlier this year I requested a premium holiday for all them and I was told that for one of the policies I cannot get a premium holiday because they gave me one last year and they continued to deduct via debit order and then I noticed that they didn’t deduct end of October 2021 and when I went to a branch to ask about this I was told that it had lapsed. How ? When they have been deducting this whole time ?!