Copy of contract

I am VERY annoyed and disappointed with the service I received from Avbob. In 2019 I went to Avbob(Vanderbijlpark)to amend the banking details to my account as my brother I wasn’t able to afford the premium anymore for my mother's policy. Provided the consultant with all the supporting documents to make that change and were informed they were changed. So the debit orders have been going through my account without any issues. In August I went to Vereeniging to check my policy to check when can I claim for cash back consultant informed it’s October n also requested for copy of contract mine n the one for my mother which goes off on my account. Consultant informed I need to call the call centre as she can assist. Late week Thursday I went to Avbob in Johannesburg the one next to Nedbank near Carlton centre. I was able to get my contract then I requested the consultant to assist with my mother’s copy of contract. Consultant informed he can’t assist because on the system it reflect a different person that is paying for the account n he can’t assist. I informed the consultant that the debit order goes off to my account showed them my bank statement as proof that account belongs to me. He then printed a document showing the people that are covered on my mother’s policy n the beneficiary. So what happened is that the person that amended the banking details in 2019 decided to load banking details and not amending the initials and surname hence the consultant said it reflecting a different person. After showing him the proof he then decided to search of copy of contract on system. After 15-20 minutes he send he can’t find the contract. So I asked if he can’t request from their back office to assist in sending to me. He then called the call centre n spoke to the consultant then he gives me the phone. The consultant said she wants to ask two security before she can assist which I don’t understand because the consultant @ branch already verified me. Which she asked more than two questions then she placed me on hold. She comes back with the same thing stating that system reflects a different person that pays that policy I then explained to the consultant that with consultant @ branch were able to establish what went wrong n his going to request for initials and surname to removed and my details to be loaded because he gave me the form that I needed to sign n made a copy of ID. She then requested to speak to the consultant @ branch, they spoke n place the call on hold. Consultant @ branch requested that I hold while still busy assisting other customers. I was placed on hold for more than 20 minutes she then come back said she can’t send the copy of contract to my email address. I then said if she’s not comfortable in sending to my email address she can send the document to the consultant @ branch then he can print it for me. She requested that I give to consultant the phone. They then decided they not gonna send it I must come with the person who’s reflecting there. I spend two hours @ branch with no assistance. I am not gonna come with my brother with the error that was done by them to removing the details of my brother. Avbob better send the copy of contract to the email address that I provided over the phone to the consultant. If next week passes by I am going to take the matter to OMBUDSMAN. The call was around 13:30-14:05 the better lesson to that call send that contract because I wanted to check how come my mothers policy doesn’t have cash back. She been loyal to them n never missed any premium. Because that policy it’s now 29 years. And earlier this year people we getting vouchers of R500 and some of them had a policy for less than 5 years. But hers it’s more 29 years Avbob didn’t think my mother deserve that. I think it’s time we move to another insurance company who will value us