Lapsed policy

I am writing on behalf of my mother she is 69 years old she opened her policy with Old mutual in 2008. She continues paying it until she founds out that her policy was lapsed in 2023,she couldn't understand because she pays her policy every month when she went to the branch in Stenga they told her that its really lapsed the money she was paying was deposited in other account that we do not know. What we do not understand is that they do debit order so it's not my mother fault that the money went to the wrong account, so they refind her money that was in wrong account after she went to Pavillion branch.but today she received a message saying that her policy is lapsed and they cannot reinstate it. So as her child what I need from old mutual is to pay all her premium from 2008 til to date or reinsate her policy. Is what old mutual do to rob old people. If they can't reinstate my mother policy the need to give her, her money because she has never stopped paying her premium. They can't make their mistake hers The policy number is ***

Kind regards Nothemba