I opened the funeral cover more than 5 years ago for my mother at a Pep store and I have

I opened the funeral cover more than 5 years ago for my mother at a Pep store and I have been paying for the funeral cover ever since at Pep store however recently when I tried to pay the cover it could not go through and I was told to call "the best funeral society" to fix the problem they would not let me in on any information about the cover they said they need my mother to be the one communicating but she stays in the Eastern cape and I am in Johannesburg so I got someone to help my mother because she does not have a cellphone and her sight is very bad but the people at the funeral cover refused for anyone to help her when talking to them

when I opened the cover she was not there with me and I was the only beneficiary and only one paying but they claim that I am not the beneficiary and they can not access the account and they refuse to let me carry on paying or refund me for all the years I have paid i have had thus same issue now 2 and i am extremely upset