Philips Lifeline Customer Service Issues

I need to extend my mother's Lifeline service hold due to her inability to return home after breaking her leg. In May, I spoke with CSR Heidi who indicated the hold could be extended until July 9th for $15 per month. On July 7th, I contacted Lifeline again requesting the extension. The CSR named Shawncy had a muffled voice and suggested testing the Lifeline button instead of adding another month to the hold as requested. Shawncy mentioned that typically only two-month holds are allowed but would check with the business office about an additional month. This inconsistency in policies and customer service experiences is concerning, especially considering my elderly mother's health conditions. The lack of clarity and differing information from Lifeline representatives has caused distress. We are willing to continue paying for the hold until my mother's return home but require a clear understanding of Lifeline's actual policy to make an informed decision.