Agreement for debit order not activated

it is of great disappointment disappointment that after more than 5 years my family being a member of sanlam that we receive such service. This started in Dec 2015, i was inconvenienced that i had to go and pay cash at shoprite and submit receipts i tried to understand because i was frustrated that and i didn't want my policy to lapse then i submitted bank statement so that the debit order goes through to my surprise again this month when i was checking still debit order has not deducted and i have been told that its lapsing so tell me what more one need to do to get service we deserve???? this is totally not accepted worst of it all i went to the branch and i called 3 times to get is resolved up until today no one has come back Mr Dlamini himself. i demand service and my policy be reinstated and debit order be activated month on month i have cover my family to ensure if unforseen happen they all cover and you are limiting my peace as now i'm under so much stress because of this as a customer i really deserve much better than this!