Policy has been paid out in 2012 but Sanlam still deducting money from my account

I took out a policy with Sanlam the Gold serial burial risk in 2005. It was intended for my late cousin who subsequently died and I received a payout.

Instead of the policy being closed, Sanlam to date has been deducting monies out of my account . I have asked them several times to close the policy and stop deducting money but they have failed to honour my request.

I have even gone to the extent of asking them to pay me the money but from September 2021 they have been promising to pay the money but they haven’t. I am so disappointed with their service. I am a pensioner and they don’t seem to even care that I am a senior citizen. I am writing this on behalf of my mother who is sickly and is frustrated by how Sanlam has been so careless in how they treat their customers.