Bad Customer service

My mother TA Phungula has been your client for years Policy Number: 69668N***, in Jan 2022 she sent me to deposit funds on the Account that you guys debit her from which is Standard bank SA. I then decided to do a statement only to find out you have not been debiting the account, I went back home advised my mother to go to one of your branches in Greytown where she was told you last debited her Account on the 26th of July 2021, She then went to the bank to do a 6 months statement which proved funds were always available. I made numerous calls to your Call Centre where I spend over R300 airtime all your consultants promising to resolve the issue up until this day! had I not checked their statement we would have find out at time of their death that the policy had lapsed and she didn't receive any communication from you that you didn't debit her account.