Poor service from standard bank

My brother has a funeral policy with standard bank and our dad passed away in June 2025. He submitted a claim however, it was declined due to the waiting period which we understood. He then requested him to be removed but they continued deducting the premiums. He went to the branches several times and they promise to refund the premiums and nothing was done. They still deducting from his account while our dad passed away. This is totally unacceptable and Standard bank is the big bank to be providing such poor service. The policy number is FUN***.