Very dissapointed and upset with service re: Old Mutual Greenlight Policy

I opened a Greenlight Policy in 2016. However I'm not impressed with the service as when I called my current financial adviser to enquire with regards to a missed premium hence trying to arrange a double debit before their stated grace period expires... I had to keep calling for feedback hence he tries on his side to get feedback from his management from "head office" I'm now waiting for over a week to get an answer from them as I've been told that my policy has lapsed what I don't understand on the 29th of July 2020 I received an email from Old Mutual stating that they couldn't deduct any premium due to not enough funds available in my banking account however I can contact them to arrange an immediate deduction or any from the options they provide to make payment and the email also stated that my grace period will end on the 28th of August 2020. What I don't understand is my financial advisor is stating that his management is being adamant stating that my Greenlight policy has lapsed. On the 14th of August 2020 I've forwarded the email I had received from Old Mutual as my financial advisor asked me to forward him the email that was sent to me by Old Mutual on the 29th of July 2020 as he will have a look at it and forward it to his manager at head office as proof and he will get back to me. Till now I'm still waiting and I'm worried of the time is getting closer to the grace period that they've granted me on the email they've sent me on the 29th of July 2020. Not sure if they being deliberate by taking their time to resolve the issue.