ABSOLUTELY UNHELPFUL BUT QUICK TO DEBIT ACCOUNT

I called the Nedbank life policy department to query as to why a letter was sent to my mum stating that her policy is in arrears, while i do understand i am not the policy holder , i am the person that has been paying for this policy since its inception many years ago. I did not want any other info except to clarify my debit order details thus to not allow my mums policy to lapse. When i tried to explain this to the consultant Sandile he refused to assist and asked me if i understood what he had just said, What gives him the authority to question me in this manner? Does he think i am not a learned person, i then asked to speak to the manager and after being placed on hold for a few minutes Sandile comes back and states that his manager Nolene Padayachee is busy on a call, so i ask if she will call me back and i am informed that she will NOT. So is this the kind of service we should accept from Nedbank??? A simple issue cannot be resolved. SHOCKING!!!! Yet premiums being deducted are never an issue!!! I await a response from anyone that could assist as all i need is for the policy to be fully active without any arrears amount