****med to cover a late spouse

My mom was made to pay for a funeral cover for her late 'spouse', no details of the spouse just used a surname and an unknown date of birth. The **** started in 2016 to date. This is unacceptable, our parents are ****med by such a big and reputable organization. Refund her money, had that money been invested, she'd have a lot of money but instead she was getting **********