Refund Premiums - CONSULTANTS HAVE NO CLUE !!!

I had taken out a funeral policy for my mother in November 2019. My premium was paid in November & December but due to financial difficulties in January my premium was returned. The debit order then stopped running for the months of Feb, March & April - I only realised this around April/May. At that point I contacted Old Mutual and spoke to a consultant to rectify the policy.

The consultant that I spoke to said to me that she will re-instate the policy and run a debit order in May. When I asked her what would happen to the months that were not paid & whether I need to update the premiums for the months of Jan, Feb, March & April she said I shouldn't worry as she was starting the policy from start as a new policy and my 6 month waiting period would therefore start once again from May.

I enquired a couple of times in the conversation with the consultant about the policy being active & not being affected by the months which were not paid - just to be sure of what she was saying to me and to ensure that there would be no hassles when the time came for a claim.

Last month I received sms's stating that my policy was about the lapse as there were premiums outstanding, I then received a phone call from a consultant at Old Mutual Head office - Faakhirah Fakier enquiring about the missed premiums. When I explained to her that I had spoken to a consultant who had arranged for my policy to start afresh in May and for the premiums to start once again in May, Faakhira said what I was saying made sense & that she doesn't understand why the system was reflecting overdue premiums still. She said that she would have to check why this was the case with someone at her office & she would get back to me. I also asked her to send me policy documents as well as other documents that could gaurantee me that the policy was active & all was in order so there will be no issues with a claim when the time came.

I have not heard back from her to date nor have I received any documents from her.

So I decided to phone old mutual today to make sure all was in order with the policy. When I called in the consultant that I spoke to insisted that the policy would lapse if I did not pay the premiums from Jan,Feb, Mar & Apr. When I told her about my call with the consultant in April/May and that I was told that my policy is starting a fresh - she would hear nothing off it and insisted that the consultant I spoke to gave me the wrong information. I asked that the call recording be pulled & listened to - but she wouldn't hear anything of that either. I requested to speak to a manager at which point she told me that I would be told the same thing by the manager. She transfered the call to somewhere else & I was left holding the line for too long so I cut the call.

Please can someone preferably a manager or someone with a bit of authority let me know what exactly is going on with this policy as it seems that your consultants have each attended a dfferent training programme & lack the knowledge it takes to assist clients & seem to be in the habbit of mis-informing clients.