Sales tactics

My Mom passed on on the 10 april. Went to avbob rtb ... she covered my aunt on her policy. We were told that we can nominate someone to "continue" with the premium of which I offer. I called not to enquire with the call centre about my premiums and to add more family members. Only to find that my **** policy was underwritten under new business. My mom policy was GT***x7 and now a new policy number of AL ***XO . I was not told of a new policy but in presence of witness that my mom policy would continue. I need answers!