*********** call centre staff and horrible customer service

Hil****d is at it again, and this is now the second time they do this to my Old Uncle, he has an insurance policy with Holland and they deducting money every month and just today he learned that his policy lapsed in January, on calling hollard there was no proper explanation why this happened and his premium is being deducted, he then requested that the consultant escalate the matter to management and she said no she cannot and that he must go to the branch, the question is he is over 60 , we are dealing with a pandemic, why send him to go to the branch in this cold at his age even? When this matter can be looked at and over the fone?

This has happened before and his policy was reinstated after consulting hello Peter, it happens again so how long must this keep going on? What game is hollard playing? And what are they hoping to archive by treating their clients like this?

His Name is Mr Khabola I’d *** and he’s available on *** and alternate *** can someone call to resolve