Policy lapsed

I took policy last year i think it was March or April. I was introduced by an agent who we know in our community. The policy was for the elderly over 60 years and it was R100 on promotion. I completed application and the agent advice i should pay at absa provided me with banking details and i must use my grandma ID.

So my mom keep on paying at absa but my worry was we dint know if this policy was active or not because when i tried to contact the agent last year his number was not working but lucky early this year he came at Langa and I spoke with him about this so he said he will check at Elsies branch if application was submitted. So he called me that application was not captured and requested receipts. I sent receipts and some were not clear enought to see but there were 8 receipts but he promise to speak with them and to capture and activate the policy. Also advice my mom not to pay until this is sorted out. So my mom didnt pay Jan - Feb i think so when the agent said ut was updated my mom started to pay double for the missed premiums up until may so she will pay R200 to cover other months and she will pay at guguletu branch and account was active.

Again agent keep on asking me to send receipts and gave me a number to Whatsapp the other branch they keep in telling me that we must pay for a month which we disputed because we are not behing and they sent me the screen how the payments from Jan which shows my mom paid 200 in march for jan snd Feb again 200 for march and april but still i dont understand what need to be paid whereas it clearly shows on the system. Again the agent keep on coming at my place about the receipt which are not clear but im telling them you can see this was for the payment for this policy and at absa there is nothing they can do because the receipt now are wiped and before you told us that they can see payments on the system.

Again i think early this month he watsp me asking to pay for a month im asking ehat month this is tiring and we have been going on and on about this i am tired seriously and he told me the policy will lapse how us that after all my mom has paid 8 months last year and also paid all the months this year. So when she went to the branch first week of the month on the grant day she was told policy has lapsed.

I am not happy with the service i am receiving from you and its 6 mnths full we have been trying to sort out this problem what if something happens to my grandma then what please sort this out before i take further steps