Funeral Policy deductions and no documents

I contacted FNB life several times to send policy documents for Mrs ML Murphy. She took out the policy before 2005. They have been deducting her money ever since but never gave policy documents. We have requested this several times and no one is sending the documents. I went to the branch in Bellville and N1 City. Janine at Bellville branch assisted. She called FNB life spoke to one of the consultants that said my mother just need to send an email and request the documents. This have been done and still to date no feedback. My mother is 70 years old. They taking her last pension money every month for years now and cannot produce any documents of a R10 000 funeral policy. Why is FNB *****ing money from pensioners. Now that we request documentations they cant give us feedback. We want answers. My mothers account is link to mine and I have authority to question this.

Thank you Leonese ********** 027