Unknown Debit order and no lifecover

My mom went to Kim Park branch to apply for lifecover but was informed it will be done over the phone. After a few weeks not receiving a call, my mom saw a d/o and assumed it was her lifecover only to be told after 3.months of paying that it was not a lifecover. She then went into the branch to cancel but was told it can't be cancelled, they will request information from head office and she will receive a call from head office. 48 hours later, still no call. She then called *** but was told she couldn't be assisted because she couldn't remember an email address that she used 13 years ago before she retired from the school. The lady said its company policy! Security question using a work email address that is no longer in use because she has retired. She qas not even offered an option to change or update her email address. I think the lady could have asked my mom another Security question to help her like other Companies do. Bad service! I regret that she has been with this company for over 30 years but this is how they treat her! 🗑 🚮 🗑 🚮