Why change debit order dates without the customer consent?

Standard Bank does not care about their customers anymore, Kanthe what happened to your Excellent Customer Service? My mother is 80 years of age and has been loyal to this bank for ages. Her Funeral Plan debit order has been changed without her consent, now she received an SMS that her debit order was unpaid. I contacted the bank on numerous occassions trying to rectify the debit order date since 2020, but after a few months, the same thing happens again with incorrect dates and funeral plan not being debited or being debited on the wrong date, aowa. Who changed the dates on her account or policy without calling or confirming with her? Today 29 July 2022 I contacted call centre *** more than 4 times and after a minute or two I got cut off. This is so frustrating and annoying.