Taking advantage of elderly people

Standard bank is taking advantage of elderly people, My mom has a funeral cover with the bank, she has been wanting to change her cover due to not being able to afford the current cover she has as she is a pensioner, they are refusing to assist. What's worse is that they have also been deducting policy money for a person that has been deceased since 2022 and the claim was made at the bank This is unfair and every time she goes to the bank to query, they will tell her they can't assist and yet she app**** for the cover at the bank Is this because she is elderly and that is why they are you are taking advantage of her