Assupol Life service sucks

There was an error that occurred during the policy payment at the bank when my mother was making a payment. The teller made an error typing the reference number. She continued paying using the incorrect reference number. Later on we received an SMS that said the policy has lapsed. We couldn't understand since she pays on time every month. We enquired. Then they sent "pops" to the head office. Till today. The policy is still not fixed. It's almost a year now. The payments are still made to the policy with the correct reference. I don't know if the people at the head office are visiting or the are there to work? At store level the service is ok. Head office? It really sucks. I think they should hire people that are willing to work.