None payment claim and bad service

My mom have had this AVBOB policy since we were young. My twin sister passed on in 2003 and my father in 2005, they both received a dignified funeral through AVBOB. My mom was left alone on this policy as myself and other siblings were no longer part of the policy because we had all reached that certain age.My mom passed away on the 10th of July 2020. On Tuesday I went to the branch with 2 family elders, we asked them for a print out to see what package my mother have so we can choose a coffin. Bonginkosi who was helping us at AVBOB told us only head office can send us that paper and we were told to come back the following day after being there the whole day.We were even told to go and pay for grave for burial not even knowing whether we will use Standard or a Casket, they had to call Bonginkosi to find out what kind of graveyard must they prepare, he just mumbled. How did he send us there without giving us all the information .Came back on Wednesday still did not get the print out, where is my mom's file, why are they hiding paper work, was my mom ****med!!!!. Bonginkosi went to his bosses and when he came back, he said he knows exactly how much my mom was covered for and the package that he will get. My mom only have R6000 and we need to top up this amount with R32000 or R24000 depending on the coffin we will choose. Unbelievable , the funeral was happening the next day, we are talking about main member here where can I get this kind of money within hours. Why cant AVBOB GIVE MY MOM A DECENT FUNERAL ?????. This was really unprofessional, dealing with the loss of your mom is so stressful, was not expecting this kind of treatment from AVBOB.Its like we were asking them to Loan us. My mom was laid to rest through another undertaker that I had to pay cash because AVBOB have failed us. From the R6000 I only received R2500 around 11.08.2020 after fighting for it, the other R3500 they say was for keeping the corpse in their freezers but on 15.07.2020 they told me its R2500 to keep my mom in their freezer. My mom have been paying this for years, but this is what She gets as a main member of AVBOB I have a lot of un answered questions. Bonginkosi when receiving calls from family friends following up on the pay-out of R6000 , he says he doesn't know about this kind of policy ( the plan that my mom have with them) as he is new at AVBOB yet he has been there for years, I really don't know what kind of game is AVBOB playing. The last thing I needed from AVBOB is lies and running around. This is totally unacceptable. I'm still trying to heal but how , knowing that my mom never received what she have paid for for years.