Bad service

My father and mother had standardbank funeral cover, in may and June they did not deduct, when I called them they told me that that policy was cancelled and migrated, migrated by who they do not know, when a consultant check he says that it was migrated to other people's name, so my parents does not have funeral policy as we speak, I asked the consultant what if one of my parents dies now he said he does not know if they will be covered or not. How dare a person goes into someone profile without her consent and even make changes on the account, worse cancel the policy, I am so disappointed ☹️ and angry at the same time because I cannot find the answers. I don't know what went wrong with standard bank seriously.