Can't remove a dead person even he died past two years ago

Old Mutual Funeral policy: Re Mom's policy Eunice Mahlobo, i called in on *** and request for a revamp of my mom policy and i asked for the list which they gave me the list over the phone but shocking about two years ago sibulelos past away and they did not help us and the promised to do a tomb stone for him till date nothing happened and sibulelo is still on the policy and paying old mutual for a life that past on long time ago and i want the refund on him or i will put a claim. The person that i spoke to at Randburg branch sent me to Diepsloot branch and the name Paulina was given by Randburg branch, which i recieved a shock of my life on how the customer are treated even the receptionist was so rude to me and we end up fighting the was no help at all. the only thing Paulina was telling was hoe they work and which was totally out of what i came for. Then i requested the branch manager of which they protected him so much that they refused to give me the details of their manager and luckily when i said i am on the same industry that when they gave me Marvin Mantsion. I tried to call marvin this morning there was no answer so i do not know whwere to turn too and my situation is that i was denied help at the branch and they must just tell me now what should i do to amend Mom's policy and Customers are not treated fearly at this branh