Continued debit order after retirement age and non-refund of premiums

The service we have received from Metropolitan is appalling to say the least. My mother turned 65 in August 2020 and according to the funeral policy she has, she no longer needs to make payments towards the policy after the 65th birthday however Metropolitan has debited my mother's account every month without fail from September. It is now April and we are still being sent from pillar to post. We have visited the Mafikeng branch numerous times, called the call centre and sent complaints on the website with no success. We urgently need Metropolitan to cancel the Debit order and refund all the money debited since September to date.