Bad avbob service

Good day in January 2021 my grandma past away. We trusted avbob with her funeral. After all they give a free funeral (and o the value of R12000)to avbob members which she was. Her special bonus could be used to upgrade certain stuff. But when the quotation reached us there was no free funeral of R12000 and her bonusand policy value was used and an alarming R7000 was billed to the family, then and there a complaint was send to head office as of today there has been no feedback. The undertaker however sends people to us for money and tells everyone that we did not pay.