Unsuthotused change to Standard bank funeral policy by the bank.

Mum took out a policy in 2000 paying R30/ mth. She last receive a policy schegukdvin 2014. 2 yrs ago we visited a Std Branch to verify current status. The Branch said they do not assist,we must call thd insurance division directly. We called,,& were told we reached the message center and thry will get a condultdntvyo call us back. No such call ever came.A sharp increase in prices was noted more than a year ago.still we could not reach any consultant. This year I took my 87yr old mum back to the bank. A kind lady assisted us,only to find that a spouse was added without any knowledge or consent by my mum, a widow for 55 years. The lady raised a query on our behalf (a Friday)I futrher, contacted the insurance division on Monday morning16.After multiple transfers,domeone provided me with the correct Tel no. I spoke to a lady,who eventually said to us they received the query. The issue is resolved. A system update a year ago added a dummy spouse,hence the increased premiums( premiums for this gummy was higher than the main membets). Subsequently, a refund was made & the policy now corrected. How on earth are unauthorised changes to policies permitted in this manner? We require an answer