Standard Bank pay back the money

My mom had taken a funeral policy 2022 with STD and unfortunately 4 months in the person passed away . She went in to inform the bank and asked them to take him off the funeral policy and submitted the death certificate. Last month my mom checked her statements and noticed that STD is still deducting for the deceased . She’s been calling but her calls keeps on getting dropped . She also went in the Kuils River branch Cape Town and she was told only head office can assist her in the matter . ADP Mfuleni branch that only helps with opening accounts has sent an email on behalf of my mom , till date no response