The policy **** towards our elder society... Who knows nothing about formalities

My mother is 64 and she was told by Metropolitan consultant that her policy will be paid up when she get to 60 it did not... She kept paying via debit order and last of last month she was told that he policy had lapsed, yet she had a debicheck approve and she has had this policy all her life, she was then told that when she is 65 that's when it will be paid up she kept on paying it all of a sudden the send a message that the policy has lapsed... This is a **** and ***** to our elderly society. Why all this yes it never lapsed when it's her time for the policy to be paid up now all of a sudden the policy is not on part who is supposed to debit is it not Metropolitan?