my life cover was cancelled but query not resolved

I have funeral plan with FNB which I join few years ago which I add my siblings and parents, my sister pass on in 2014, I lay a claim to FNB as I wanted to bury her unfortunately while I was busy paying the cover it was cancelled without my knowledge then re-instate so they never wanted to pay for her claim as I was still in waiting period,FNB explained to me then I went to ask for loan to bury my sister ,they continue deducting money up until in November 2014 when I phone them ,I spoke to a lady who advise me that she will remove my sister and I will get the refund for the money they were debiting for her part, which they did I told the lady that on the space where they were debiting me for my sister they must just add my partner then the premium must just continue as normal, the lady explained to me that my partner will also be in 6 months waiting period ,I told the lady I don't mind .then she gave me the email address to send the copy of id of the person I want to include which is [Email Removed] ,I did sent the email to the given email address it was the following day of the call I did to fnb .<br> To my surprise last year 2015 I receive the policy schedule when