Poor service with deliberate intension

I have been receiving the worst 🤮service ever. I came to realise that old mutual causes debit order reversal and returns deliberately on once policies so that your policies laps and you just loose what ever you payed for ,does not even matter how long. I've been calling call centres non stop and even fail to get a decent service in the branch also. You have debit order agreement in place that does not get debited and after that you have to make payments yourself and still inform them of payments they received with policy number. Can you believe that a payment status can be " assumed " and at the same time the money is still in you old mutual money account (their own account).