Policy lapsed but the branch system says a different review

My Mother she have a funeral policy with Nedbank through their Boxer branch in Phuthaditjhaba she is been paying for it almost 7 years.During July 2020 she got an sms that her policy has lapsed which was a surprise to her cause she is been paying on a monthly basis.Then we went to the branch to find out then we told to call their customer services department which we did and we were told that the matter will be sent to It Department.After a few days did follow up nd was called by the branch after taking the matter on Twitter handle the branch specialist went all out to assist even printed a payment schedule showing that my Mother's policy is still active but their headoffice department said its not please assis cause now my Mother she been not paying cause of this confusion they caused.