Capitec disappoints again. As always

I lodged a funeral claim with Capitec 3 weeks ago. I was told that the banking details I had provided showed on Capitec’s verification system that the account was closed. I was then requested to send them new account details. I went to nedbank the next day and opened a new account and forwarded the new banking details. A few days later I queried why the claim has not been paid out and I was told the money went to the closed account number I had initially provided. Which puzzles me because I gave them a new one after they told me that the first account number was showing as closed. So why now send the money to an account which you told me yourself is closed ? The money bounced back to Capitec because the account was not active. Capitec acknowledged that they did receive the money back. It’s been over a week now going back and forth with Capitec trying to get the money resent and I keep being told that they still have to reconcile their books. For a week ? The frustration of not being able to reach their funeral claims department because they “ don’t take phone calls” is unexplainable. All I want is a clear way forward or where that money is and when will it be sent because it is not even my fault Capitec decided to send money to an account they told me was closed.