Unable to change banking details …. No accountability

In December 2025 I went To Old Mutual offices asking them to debit from my bank account as I have retired and my policy won’t be able to debit from Payroll. January came and passed and they did not debit , I went to the branch and I was told that everything is in order, February came and the same thing happens, March came and my account was still not debited. I visited the branch again and the manager advised that they would be escalating the matter . To my surprise , I received an email from Old Mutual stating that my case has been closed and still banking details have not been updated. What does it take for one to charge banking details with Old Mutual ? Can someone please call me urgently and resolve this matter as I don’t want my policy to lapse due to incompetence from Old Mutual’s side.