Debit was successful no policy is being cancelled & no response when emailing

I have a funeral policy for years with Stangen. In Dec they collected premium on the 27th. I received an email where they stated they did not collect premiums. I email querying this no feedback. On Sat 25 January they tried to take money from my account but this was unsuccessful as it was not my pay date yet. Which i also dont know why this months premium had changed to 25 and no longer the 27 like all these years. No i received an email saying policy will be cancelled. I tried calling no answer i emailed again with all the details showing Dec premium was debited & Jan not as this was before my pay date & i didnt request for change in premium date. No reply on emails as well. This B/S needs to be sorted out as ive been paying this policy since 2015.