Unprofessional service

I am not happy with Old mutual at all. I app**** for holiday premium for 2 months due to some financial issues. When I get the response I am being told that my policy 69345SB ********** 5 has lapsed. I am the main member here and how can I cover other people meanwhile me and my kids are not covered really now? My question is how is that possible if it did when did it lapse and what was the reason behind it? I have never changed my banking details for debit orders and always had sufficient funds. I have never cancel the policy with anyone instead I have added new members. How does a policy lapse without any notification and my worry is if I did not apply for a Holiday premium I would be under impression that all is going well meanwhile it has been cancelled. I am not happy with how they do things at all. I am trusting them as you are a bigger business but to get such news I am starting to question myself if I should really trust you. If I happen to die tomorrow my kids will suffer as I will not get benefits expected due to some “ lapsed policy” that I didn’t even know about ?

How on earth can I cover family members and not cover Myself and my kids .I spoke to one of their lady in accounts forgot her name but she spoke Xhosa she is telling me that the bank told them there were no enough funds yet they have been debiting the funds of the added members. If the money was insufficient how did they manage to debit the funds for added members and not debit mine?

I am so disgusted with their service and will make sure that they get exposed to other clients and know the kinds of business they are dealing with.