UNHAPPY CUSTOMER

My mum has a policy with you guys for many years ,her policy number is MAB6050 - Ms PP Kunene .My mom made a payment on the 30\01\2023 at Shoprite ,she paid an amount of R 375.00 then received an SMS advising her that her policy has elapsed .Please assist in fixing that as she made a payment on time ,my mums case has been handled by Thabo .I have sent numerous e-mails to him using this e-mail address - Vuyo Funerals Premiums <***> he resolved the issue by re-opening a new policy instead of renwing the old policy .Kindly please assist as we are still not happy and you guys are robbing us .