System randomly terminated my mothers policies

My mother is a 69 year old, pensioner whom have been with old mutual if I'm correct for more than a decade. Just recently when she tried to make a payment at standard bank she was told the seems to be with the issue of either the reference number or the accounts she had with old mutual. Due to the fact that she's unable to make a payment then she was forced to visit the old mutual branch for clarification. She was told that both her policies have been terminated and she can restart from the beginning if she still want to continue with old mutual. My argument is every enterprise says we strive to satisfy the client providing clients with both product and service. After my mother was told this uncertain news her high blood pressure has been on high and there has been no correspondence from old mutual to my mother. She also deceive to be heard, informed, protected. My mother is Thembeka Regina Timoti