Agents who lies, debit order requested and not captured by agent

I contacted Standard Bank funeral services on the 14th October 2022 to reactive my debit order as I was on a payment holiday and was assured by the agent both my policies debit orders were reinstated and will be deducted from my respective bank account on the 27th October 2022, yesterday I received a sms stating my policy was canceled due to non payment, I immediately called to reinstate my debit orderr only to be transferred to retentions and the phone was cut off my a rude consultant no call back nothing.

Why is standard banks insurance agent's lying to their customers and why do you cancel off policies when a customer made contact prior to the debit order date to reinstated it?

I need my policy reactivated as it was your *********** staff who failed to adhere to your own processes.