Absa Refuses to Pay Unity Burial Society for Elderly Citizens

I am writing to express my frustration with Absa’s refusal to pay the Unity Burial Society for elderly citizens. Despite multiple visits to the branch and providing all necessary documentation, they have been going to there for the past 3 months trying to get the answers , the manager will run away and not provide the answers. Statements were withdrawn there's proof that each and every month money is deposited into this account. can someone please help me with this reagards.