Passing the buck so true

My mom is recently deceased and was the main member of the insurance contract. Since then we have had the ownership transferred over to my dad. However, a waiver of premium was supposed to kick in (meaning my dad shouldn't be paying for the next 6 months. Yet the first deduction has gone off his account. I have made numerous follow up calls to the call center and always get transferred to another department or please contact this number. To date, no one has assisted me with the waiver of premium or the refund in premium. When contacting the call centre, there is never someone to escalate the query or complaint to. I suppose another deduction will be going off soon. It's amazing my mom was a paying client over the last 15 years and this is the service we get upon her death.