Standard bank is wait of time

3 weeks ago my mum was very sick and we wanted to ensure that if we were hit by tradegy that her funeral arrangements would be secured with the level life policy we had taken from standard bank.remember she was up and down in hospitals so we the children had to check on her payments ect being up to date. I personally transfer the money into her account monthly for standard Bank to then debit her. When I got to the atm I noticed that the debits were not going out for the last six months.i was very upset and left a complaint on hello peter.they did response to the complain.but they have kept me waiting for 3 weeks.the emails were as follows.we will get back to you by Monday, please be patient because you require statements for more than 6 months ago.ect.they have kept me on strings fr 3 weeks. today I receive an email stating that they will only inform me why the debits have stopped unless the policyholder writes them a letter. My situation was different my mum had pulled through with her covid.what about other clients whose parents are on the death bed and their kids who are the next of kin have to follow up on the policy to ensure its payed up and up to date.these policies are taken so that in the event of our mum's and dads passing on we the children won't have to worry about funeral cost in the middle of our mourning. And this account was surely debited for the first two months and God knows why the debits have stopped. It makes you wonder if people lost their parents and an issue like this arises the next of kin cannot do anything. They have made me wait 3 whole weeks.it now means me taking my recovering mum into a standard bank branch to enquire.the services were very bad.and to top it off upon asking them why were we not informed that you'll are stopping the debit, they have responded by saying.because these are elderly people some of them are not too clued up with emails and cellphones so we send them a letter via post.my mum was at her house at the time and every letter that they receive my mum hands it to us because we are there every weekend and this letter did not arrive.so they do their cancellation based on a letter they mail.so if that letter never reaches you. .you have no idea the status of your policy.not even an SMS was sent.there was no acknowledgement what so ever from their client but yet it was just cancelled.at least a follow up ..posting letters is really a thing of the past because I personally live in a duplex of 96 units and most of the time people are complaining they don't even receive electicity and water bills on certain months and sometimes different mail reaches wrong unit numbers and everyone has the time to send it back.so standered bank wants to base their cancellation correspondence on a letter they posted with no acknowledgement from the client even after giving them an email addresses when we opened up the account and the Relevant contact numbers . Had they been professional and checked on an acknowledgement of a posted letter we would not be with no cover right now.i think it's most unprofessional to use post and base a cancellation on that.old or young your email and cellphones are the proof of any correspondence.