No payout

On the 13/10/205,my father passed on and we submitted all documents with AVBOB Chiawelo branch on the 21/10/2015. They first gave us a run around until my father's colleague came by,even then they only paid R17000 on the morning of the funeral,we were promised that the remainder will be paid within seven days excluding the double pay out since it was an accidental death. We have been waiting ever since,when we call the branch asking for Prince,he is forever unavailable and passes message that he will call us back,but never keeps his promise. We escalated the matter by calling the head office,to our surprise to hear that all the money was paid out. We need know,when and which bank it was paid out because it was definitely not to our bank account. We would like the matter to be resolved soonest as it has already caused too much inconvenience,otherwise we will take it to our lawyers and ombudsmen. My mom's contact number is ***,as I'm currently busy with my exams at KZN and cannot address the issue on my own. Any correspondence need to be done with her