Misleading

I'm highly upset because I was unemployed for a few months and I have informed Stratum about it and asked them if I could pay the amount that I'm in arrears once I start working and they gave me time till September 2019 and unfortunately I only started working October 2019 and they had to cancel the policy, however I received a call from a lady and she informed me that I can pay once I received my first salary and she said that the 3 month waiting period will fall away as I have been on the policy over year but the 12 month pre waiting will apply and I was in agreement and asked her to please email me this on letter and still haven't received it. So when I phoned Stratum to ask them why they didn't do a debit order and no one knew what I was talking about and they told me that the three month waiting period will apply. How come no one takes responsibly for this now?