Paid up funeral policy

on the 05 of September 2018 I sent all the required documents and the completed form for my 80 year old mother's funeral policy to be made a "paid up policy" the cessation date is 65 on the policy. I've been calling every week for the feedback but none is forthcoming, the call centre agents keeps on escalating the matter to Head office. the premiums are still being deducted. I'm so disgusted with the service, its a month now and nothing is being sorted my mother's policy number is ********** ********** , we've been patient but this is too much!!!! my email is **********