Funeral policy

I have a funeral policy with Standard Bank. They have not been taking the premiums for the past few months . I have been in contact with standard bank a number of times to ask them to debit, they promised to debit on the first call. I called again and they said a consultant will get back to me no one has gotten back to me. I even went to the branch , they also gave me the phone to call the funeral policy department with no reply. I can’t have a policy lapse because of their incompetence.