Personal/policy information not updated

I had a very bad experience with Royal. 2020 I visited their branch in soshanguve block Aa to do n transfer of members internally, from an active policy to another active(royal to royal with same benefits of cover).I was advised that they will have a waiting period of 6 month, I had to argue in order for them to rectify. 2021 Feb my husband visisted the same branch to new member and was informed that our policy has lapsed. When tracking back only to find that payments were not allocated due to ref number being initial and surname instead of ID number and we were never informed of this(had to take the fall for it).Well it was rectified after two hell days of phone calls with Elizabeth and Daniel Boikanyo "so I thought it's been allocated and update ". I then asked for a copy of my policy which did not include my grandmother whom was subject to be added on the 9 of Feb 2021. I queried on email ad Daniel said it's because he printed the copy before the update by their staff at the other branch, promised they will do it. 2021 Dec 28 I subconscious called to check my policy if everything is in order to my shock I was told by Leraro that my policy has lapsed. I personally visited the branch in block Aa again and when tracking back it was the same payments that I thought were recfied/updated/allocated that were behind. I asked for a copy of my policy again from the lady, then my grandma is still not added to the policy, I had to spend 2 hours in their office for them to look for the ID copy that was produced earlier this year. This was of concern since POPIA Act is effective and them having our copy but did not use for the intended purpose but rather kept on their boxes somewhere. The same day clients were returned due to the card machine being offline but let me tell u, I paid my premium in the branch using the same machine. One of their staff mentioned that they(employees) have the tendency of misplacing amendments forms and later on upon claims they will blame clients for their incompetencies.