Unallocated Instalments-Inefficient working staff

Policy number TU122335

I took out this policy for my parents, with my mom being the policyholder, and I paying for it. I have been paying for this payment via EFT consistently on a monthly basis because I was not getting debited, and I would email ALL the POP to their email address but it seems my payments were not being allocated. As a result, two mountains decided to lapse my policy that i have been paying for. If their workers read emails and allocated payments then this would have been avoided. I called sometime in February to resolve the debit order issue and the consultant I spoke to said the policy is up to date and said my account will be debited. This was not true because my account was still not debited.

In march I paid via EFT AGAIN. But then I received a message that my policy has lapsed. so on the 5th of April, I called and I spoke to Ntebaleng Lefifi. She said the policy is in arrears for about 4 months. I explained to her that i have been paying via EFT and emailing the POP. I sent the POPs to her email *** and she said she would sort out the issue but it has been 9 working days and the payments have still not been allocated. I have followed up with her via email and she does not reply to my emails. I have called 4 times in the last week and the consultants keep saying they issue will be sorted.

if two mountains is going to lapse my policy for no good reason because I paid ALL my instalments, then they MUST refund ALL my instalments so I can go to another funeral policy that is professional and take their clients serious. ELSE they MUST fix my policy and stop taking me around in circles.