Pensioner sold a product and now Clientele wont pay and subsequently re-insured dead person and increased the Pensioner premium from R577 to R701 without her consent

My Mother, a pensioner took up an funeral plan with Clientele in 2016 and had 4 insured under this policy. one of the insured passed away recently and she made a call in my presence to Clientele. The consultant verified the claimant details and went on to request for the details of the insured (Name, ID number, Date of Death, Cause of death, etc) of which my mother confirmed. To her surprise, she was told that the insured is no longer part of the policy. This immediately raised eyebrows as to how do you get to this verification step if the insured is not part of the policy. Long and short of it we were told that the policy in question had lapsed and re-instated in 2018 and when it was re-instated the insured who has since passed away was removed from the policy however the premium amount remained the same. This did not make sense and still does not. We have asked for calls and recording regarding these changes to no avail and my mother has been sent to and from, asked to submit death certificates, etc and she is not getting any written response from clientele. it has been over a month now since the insured's death. Clientele kept on changing my mom's policy information since we started with this claim. Shocking action from clientele mid July was to increase her premium from R577 to R701 and included in the cover the deceased person post the claim submission. They also sent my mother R200 airtime and promised to pay and still no payment to date. This morning she was asked to send yet again the death certificate via whatsapp - so ridiculous and unfair as the app menu does not have options to support this or even an option to submit a claim. I feel my mother was treated unfairly by Clientele, ****** off her pension money, made to believe that her policy cover is R100K while the changing policy documents on her dashboard are reflecting R10000. The last action from Clientele to increase her premium without her consent and insure the dead person was atrocious. who *****s from the Pensioners yet refused to pay them when they claim. The R577 (now R701 cover) is ridiculous not appropriate for the product sold and equivalent to a ****. Can Clientele pay my mom what is due to her or refund or the premiums paid to date as she is unfairly treated and ****med in this process.