Funeral cover that is about to lapse

My Mom took up a funeral cover in 2009 with Standard bank and when she changed banks she went to them to notify them of the change for debit order changes, this was in January 2015, she was told that the problem would be resolved, the debited order would be done, in February she went back on 23, she was told that the problem would be resolved and in this month she went back on 16 and 24 and she is still getting no help, she has paid this policy since 2009, should the policy lapse and something happens who's should be held liable as she has notified the bank of the changes and is getting no help, where is she suppose to go, is this how standard bank operates, why is she turned away every time she goes and told that the matter would be resolved and on the third month she still sits with the same problem, when a person takes up a funeral cover it is because they know they need that, why is she being inconvenienced, the next thing they will do is send her a letter to say the policy lapsed and will have to start a new waiting period, I just cannot understand why because she is the one bothering to go to them to tell them to debit the money and they still don't, it's very frustrating.