Absa life taking chances

This morning I received a call from someone claiming to be from Absa. Now about a month ago my grandfather passed away and had a funeral policy with Absa life... After all kinds of issues they eventually did the payout. The call I received this morning was from Cornel or something of the sort saying that too much money was paid out and we need to pay it back.

First of all, who's fault is that? Secondly, how was I supposed to know that "too much money was paid out" when your staff does not explain to the beneficiary what the insured amount is. And thirdly, where the hell must I go get that money back?? Should I go get my grandfather from his grave and ask the undertaker for a refund?

There is no way that I can pay the money back especially since it was negligence of Absa. If I receive so much as a letter about this then I will escalate to the ombudsman.