Complain(policy lapsed)

My name is Dzunani Zitha of ID NO *** 082.my cell no ***.Ican't remember which year but I took a loan at Sanlam which goes with a funeral cover.I tried several times to cancel and reverse the deductions to no avail as it will continue after 6 months.From 2018 till today on the 2oth of every month it is deducting but Sanlam says they are not getting any payment from me.therefore my policy has lapsed.whose fault is that?I want Sanlam to pay me back all the premiums they debited for me for all these years.