Is there a Retention department in Two Mountains.

I am so disappointed with Two Mountains. Firstly their message informing that your policy is about to lapse does not have the policy number, that made me paid the wrong policy. I then receive that my PlanB policy has lapsed, I called them to reinstate my policy. I spoke to Katlego Ouma that was on December 2024 and she promised me that the relevant department will call me till today, I haven't received any call. I have paid 3 payments via EFT already, but my policy still not reinstate and still no call. I need this policy to be reinstated ASAP as I depend on it to bury my loved ones, mostly. PREMIUM COLLECTION won't be able allocate funds to the lapsed policy. There is no Retention department anymore?