Let Without Retirement Annuity

My mom had a retirement policy which was taken in 2012 in which the payout was supposed to be this year, however, when she went to the Ermelo branch she was informed that the policy was canceled back in 2019. She never received any information regarding this matter. She is not pleased with how everything was handled especially after the fact that before her pension date she went there and inform them that even though she will retire in 2018 she still wants to continue making payments and the consultant failed miserably in explaining what occurred only that she will get what she contributed. I don't know if the consultant was *********** or misunderstanding I just don't know but whatever the case maybe I still believe that she should have been updated about the status of the policy some type of communication should have been made to avoid any mistakes.