Terrible Service

I am extremely disappointed in the service that I received. I called in on Monday 26/02/2024 to make payment arrangements for my educational plan for the one premium that I missed. A lady confirmed that it has been arranged for 29/02/2024. Funds available in my account and the arrangement was not done. l call in this morning to confirm if the account is paid up to date all is in order. Besides the fact that the lady that was assisting did know what she was doing, not focusing on my actually query and saying that I have a 2-in-1 policy (funeral and educational combined). She then told me the educational plan is no longer active. How? When? Why? I received no communication that my policy was cancelled. The debit order for end of Feb went off but my policy is cancelled. I was not aware I miss one premium and policy gets cancelled "right after another debit order went off". I don't know what the lady I spoke to on Monday did and the lady I spoke today also does not seem clued up. Can someone please look into this and give me feedback ASAP.