Poor pathetic service standered bank.pks at least a few 100s to contact them if you have a query and can't get to the bank

On the 09 March 2020 I took out a level life cover for our mum.we signed some documents which I have with me.clearly stated that the we will be Debited on the 15 on the of every month.so we did go and get statements at the the first few months just to make sure that we are getting debited and all is well. Last week I went to double check we got the statement only to find out the policy was being not debited. That account has always had funds. we did not cancel the policy and there was always sufficient funds.but now all of a sudden they just stopped debiting.they debited for a few months and they stopped for no reason. How can a big company like standered bank stop your policy without notification what so ever and with always available funds.in fact I always put more than what is required .I have all my proof of payments And to top it off we can't leave the house because we have covid.and we are trying to contact them from last week they keep you on hold for like 20min .then they transfer you here and there and the call is then lost.you have to try again and you I've already spent like 500 trying to call them.what kind of service is this.no reply to my email.nothing Never bank with this bank.they are not safe.they do things without notifying you or without giving you any reason .we're are is the money I've paid in if you wanted to cancel my policy.no standered bank just did there own thing