Poor service

I have a funeral policy with Sanlam, but they only paid me a quarter of the annual payout because I missed some payments. Interestingly, when I requested proof of the missed payments so I could correct the error, I received two different documents and they had two different information. The documents indicate that I didn't pay, even in cases where the debit order was processed. Additionally, the staff members who were supposed to assist me have stopped responding. If I provide proof that the debit order didn't go through, I would make a payment manually.