B3 ONLY AFTER YOUR MONEY - NO LOYALTY WHEN IT COMES TO THE DEAD

My grandmother passed away in May 2023. Her policy has been paid up to date as she had been paying for herself and my granddad for years. My granddad passed away in 2011 the funeral arrangement were done through B3 all was well now 12 years later on a policy that my late grandmother had been paying , we had to pay R13 588 in order to get my grandmothers body released, B3 cannot advise what this amount is for instead they say that they had an administrative change which should not affect a policy that was up to date , It seems unfair that we had to pay that amount . After dealing with Sibongile Mazibuko she has pushed the query to client services who from the 6th of July to date have provided us with no feedback. Something is fishy here.