Worst service ever!!!

I took a funeral policy for my Sons grandmother 2 years ago and i changed the banking details on the app to Nedbank more than 3 times but old mutual still debits ABSA and today to my surprise when i checked on the app i didn't see the policy and when i called i was told the policy lapsed and i was not notified. i have been trying to get through to the call center for more than an hour without any luck. I need to know why did you accept the policy if you had no intentions of keeping it open and why have the option of changing banking details if it doesn't work. why is the policy cancelled and i am not informed.