Disgusting service from Nedbank to a pensioner

My mom has a home insurance policy with Nedbank. In February this year she called to inform them that she is a pensioner and would like to change her bank details or pay by eft. They provided her with the eft details and she started paying from my account. She called Nedbank insurance every month since March to check if the premiums was received and even changed the deduction date which was done. She spoke to several consultants who confirm that the payments was received. In May she received a message stating that her policy lapsed. She called yet again and spoke to a consultant who requested her to send proof of payment which she did. The consultant came back to tell her that her policy lapsed and she will be refunded her premiums back. My mom is old. She hasn't been sleeping because of this matter. She's been banking with Nedbank since the days of Perm only to be treated this way. I escalated the complaint to the complaints department and she dealt with a Natasha. Natasha came back and requested proof of payment which we sent and the number my mom called from which we provided. Only to get a response today stating that she has been trying to get hold of my mom and because we couldn't provide her with the calls dates the policy will remain in a lapsed status until we provide that. Surely all calls are recorded and being a complaints Assessor it's her duty to find those calls. I'm stunned. If we do not get any joy regarding this matter we will be forced to take this matter to the banking Ombudsman. I cannot believe that this is the way a pensioner is treated after being a loyal member for over 40 years. Grace Seymour *** or Lynthia ***