Claim settelement homeloans

FNB homeloans. *** Jacobus Van dyk. Nobody at fnb able to help us get a homeloan settled after the death of my mother. Their excuse is that the premiums were paid last in 2020. I emailed bankstatements to the teamleader as proof that premiums were paid in full and up to date,never one single payment were missed. And every single time we phone that is the excuse yet again, and no feedback from the teamleader.Been struggling for 4 weeks now. What do we pay insurance for then? I am wondering if LeeAnn Van Zyl or Jacques Cilliers might be able to help us with this problem?