Greenlight comprehensive cover

My mother went on pension in June and due to her going on Pension we had to do a debit order application form on the 20th of May 2024 which was processed via email confirmation on the 23rd May 2024. She started receiving emails that Greenlight comprehensive cover hasn't been deducting in September, she has visited the Polokwane branches countless times and called countless times. Only for her to receive another email/sms on the 12th December 2024 that the greenlight has lapsed again due to non-payment but the was no deduction done.