Stop playing on people's policies I need my mother's policy inforce

Fnb funeral my mother took a policy 2015 at the age of 59 years and she been loyal to her policy paying every month for 9 years...last month the debit order went through on the 17th September 2024 ..on the 20th September she received an sms saying she requested to cancel Of which she didn't request for cancelation..sadly at Brits fnb branch they not assisting her..they give her a phone and she can't speak English fluently at the age 68 years and to travel it's money .now they say she should come back next week Thursday..why?Do me a favor. fnb funeral I need my mother's policy inforced by tomorrow The person who canceled the policy I need explanation from her or him. She's been loyal 9 years with fnb funeral someone needs to be accountable...SA people I really need help please help me with this..