Appalling Service

My mom passed away in November and the Policy was paid out to me. I've just realised that they are still deducting a Funeral Cover Policy from her account. I have now been sitting on the phone for 30minutes in total whilst someone on their side is running around to find out how they can fix this. Mind you, I'm calling from a cell phone. WHAT COULD BE SO DIFFICULT IN RECTIFYING THE MATTER? This is highly UNACCEPTABLE. Why must I be doing the run around in fixing this?