Attention metropolitan maponya mall

My mother(Nombulelo Sekhu ID: ***) went to metropolitan at maponya mall between the 21/22 of September 2021 to claim money for my late sister when she got there she was assisted by a consultant called Thando. Thando asked my mother if she wants to increase her monthly premium and cover and my mother only agreed to increase her cover and her husband, and Thando did not not only increase my mother and dad she increased her daughter from R7000 to R10000 including the inkomo benefit from R5000 to R10000 without my mother's knowledge and my mother was still mourning the death of her daughter and Thando took advantage of that and she did changes to my mother's policy without showing empathy and she was only focused only closing her target. On the 30 of September a sum of R847 was taken from my mother's account and she was surprised because she was not expecting that amount to be taken off from her account and she is used to a monthly premium of R594. My mother called metropolitan at mall to speak to Thando because she wanted to ask her about the New premium on the policy and my mother was told by her colleague Ayanda that she is not at work and she told my mother that she will ask Thando to call her back which Thando failed to do. After two days the manager from metropolitan called Ma Khumalo called my mother to come and alter her monthly premium from R847 to her existing R594 and documents were signed. On the 30 of November 2021 a sum of R847 was taken from my mother's account again which shows no changes were made on the policy as agreed upon. My mother called the direct line of Ma Khumalo to complain about the premium taken and the manager told my mother she will call her back and she failed to get back to my mother and she was waiting for call. My mother has being with metropolitan for the past 31 years and she has being loyal even since so for her to receive such bad service really makes her to think twice about staying loyal to the company. I wish metropolitan at maponya can take their time just to teach their staff about empty and about what is a sale.