Terrible treatment

Good day

I took out a funeral cover with you and I am not a standard bank account holder I app**** at Alexandra branch on the Sunday the 23 of august I reversed a payment on the cover the following day on Monday I called in to arrange a payment the lady I spoke to said I have to wait for the systems to register the reversal first and I called on Friday the 28th spoke to moses who promised to call me back and never did on Monday the 31 I called again to arrange for that payment I was advised that the account is active to my surprise when I call to submit a claim I was told the account was cancelled I never even received policy documents I want to know who cancelled the policy without my knowledge I called you numerous times to arrange for the reversed payment but did get any help wht was I told that the account is active a day later is cancelled