Funeral pay out

I have made numerous calls to absa regarding a funeral claim that was not paid. When I called the first time I didn't have the letter they sent me declining the claim but absa Westgate assisted me in getting the letter. The letter clearly states that should I have any inquiries regarding the claim I must not hesitate to call the writer which isZelda Ravele on the claims department but when I request to speak to her iam told she doesn't take any incoming calls but the letter says if I have any inquiries I should cal her direct I then requested Wanda to ask Zelda to call me back since she doesn't take calls he assured me he would its been three days now and Zelda has not calback. Iam so disgusted with the service why would the letter say if you have quiries call the person in charge and when you call you are told she doesn't take calls and she doesn't calback as I requested as a client.