Standard bank credit divisions does not respect elderly clients

I am appalled at the service given to my mother in law. She took out a level life policy with standard bank 3 years ago. The monthly payments went up substantially every year and this was never communicated to this elderly woman. She has been paying money into her bank account consistently thinking the policy was still going strong. We talked about it and she asked me to assist her in calling your credit life division to enquire about the policy only to find out that her policy had lapsed April 2019. The standard bank never once sent her an sms or a letter to advise. Now we have a 63 year old who thought her policy was in order. The consultant that said he would get the sales dept to phone my mom in law to restart the policy. She requested a call on friday 17 january 2020 before 11. No one phoned. Again today we phoned and requested a call before 12 specifically because she is a bit hard of hearing and her daughter was gonna be at home until that time to help her in need. No one phoned. Now i have 2 problems. 1) you are unprofessional and dont care about your elderly clients. You took her money for 3 years but didn't think twice to cancel without even a courteous call to find out what the problem was. And 2)her waiting period which is 12 months for this policy has to start from scratch. So if something happens to her within tgis period its just tough luck. Totally disgusted and wont recommend your services to anyone.