NOT ASSISTING OLD PEOPLE - LIFE INSURANCE| ACCOUNT BLOCKED

My mom (age 64) had a life policy with FNB for over 5 years, last month she went to the bank to check it, the policy was cancelled in 2021 February due 'non-payment" My mom never missed payments. she found out that all her premiums were went to FNB lawyers. Why her policy lapsed? while she was paying premiums.

another issue. Her account is blocked, she was told to unblock it on the APP, she told them that she does not have an APP nor smart phone. she was turned without being helped.

It is rather disappointing how you treat old people who can't speak for themselves. how are you cancelling policies (that are being paid monthly) without communicating? or assist old people who does not have an APP. FNB employees in JHB CBD Eloff & Bree branch are rude and not even willing to help