FIX MY FUNERAL POLICIES URGENTLY

so on the 25th of January i went to the protea Glen service centre. wanted to downgrade my account because my private banker is not helpful. i complained and it just didnt work. I got to the branch and Lindokuhle kindly told me i cant down grade id have to cancel and start a new account. I knew she was talking nonsense i then went to the kagiso Branch and i was helped by such a lovely Lady called Arabang Chidi. i spent almost an hour with her and she explained everything to me and did my downgrade kept same account number and my life went on. In my convo with Arabang i took out funeral covers for family members which was also done and i received my documents. On the day i was missing one of my uncles ID numbers and i told myself when i fetch my new card i will add him on. After im done with the lovely teller Simphiwe i ask her where do i go to if i want to add my uncle. Again Simphiwe calls Lindokuhle for me and this girl LORT...she comes to me and tells me thats its ***** to add people without their signatures on a funeral policy and if standard bank every found out the consultant will be in trouble. Even the teller was shocked at how she is going on. I told her YOU also said i cant downgrade my account and someone else helped me you also telling me now i spent an hour actually doing nothing at a branch. I dont know if its me she doesnt like me or what. But my predicament is i have cancelled policies to take the standard bank one and as far as i understood what Lindokuhle is saying is that i am paying for policies that are null and void. 1. Can someone explain to me with these funeral policies and 2 can someone ask take Lindo kuhle to training because i was so close to cancelling everything with standard bank and moving elsewhere. In the training please include how she needs to control her face because i dont remember in the history of customer service has it ever been alright for a consultant to roll her eyes at a client.