Poor systems and poor service

I'm very disappointed with Hollard, I got an SMS that my funeral cover will increase 1st of August, I tried to call them I held for 30 minutes no answer, went to one of their walk I'm branches, they don't know what's happenning, how can my policies increase whereas it's not their time to increase, worst part, my parents are over 65 yrs old, when I took the policy I was told that when parent reach the age of 65, the escalations stops, now what the hell is this?how do you increase premium in this pandemic, salaries were cut, working hours were reduced, no salary increases, what the hell