Rude Customer Service Khayelitsha Mall

My mom took out a policy with capitec and insured her brother, he passed away in 2019. My mom went to the Khayelitsha branch and reported this,it been 3 months since she had the policy and she knew she cont claim she asked the consultant to remove him and put someone else the consultant said they won't be able to do that, my mom is old and she doesn't have an app I have the app on my phone, I went through her policy and discovered she's still paying her brother's premium in 2024, I told her and she went to the branch the consultant who assisted her was rude and blamed my mom for this incident, how would she have know she's stil paying her brother's premium when she doesn't even know how to operate the app, this is negligence and they telling my mom that they will see if they Wil give her back her money, if my mom doesn't get her money I Wil take this to the ombudsman and il have this matter on Twitter, you can't take old people's money then refuse to pay, you must train your consultants cause if it was her mother she would of understood