Premium holiday

I have two policies with you, which you seem unable or unwilling to assist with.

I app**** for a premium holiday, and I received two SMS messages stating it was done. However, when come month end, money was debited from my account, and for the other policy, I didn't find any money in my account, which was one of the reasons I app**** for the premium holiday. I then received another SMS saying my premium would lapse. How does it lapse when I'm on a premium holiday? I sent an email seeking assistance, but no one is helping. This is not the first time I have encountered problems with your services, and it makes me question why I am still with you. Clearly, you don't care about your customers.