Cancelled policy without consent

My mum went to Old Mutual Albert Street (Dbn)she wanted to cancel cash back option nd continue with her policy but without cash back but an Old Mutual guy totally cancelled her funeral cover and opened a new cover so that he will benefit (commission) but that not what my mum asked……that Old Mutual agent is sooooo heartless how can you do such to an elderly person thinking for your commission and not do what was requested…..Old mutual agents are not to be trusted