NO SERVICE OR ASSISTANCE FROM HOLLARD

I have a client, who instructed me to assist her with sorting out an issue with her funeral policy. The policy was cancelled due to non payment for two consecutive months, whereby my client confirmed that the payments had been made by her husband, using a different account with his name and initials and therefore the payment was not allocated to her policy. The policy holder has made several enquiries and emailed these proofs of payment. I have made several enquiries and spoke to customer care, where I was told to email the necessary documents to directfunerals as well as customer service. I made a further follow up and was informed to sent my email to hadcollections which till date hereof has not rep**** to my email. Now I want the matter to be investigated as no one seems to be helping me sort this out. We want the policy to be reactivated, and we need the correct banking details or confirmation to make a payment for the months of November, December, January and February. Please investigate urgently.