False hope and claim declined after

I want to express my disappointment to the above mentioned bank whom gave me false hope.I went to the branch on the 29/01/2024 and went to ask if i should process my claim i received an email starting that my policy has lapsed, they have informed me that there is a 2 month grace period i should process the claim.I submitted my claim on the 6-02-2024 and they have accepted and gave an incident number , on Friday the 09/02/2024 an assessor have contacted us and did confirmation of the claim process as well as investigation and gave us the 5 days waiting period in order for the investigation to be completed. To my surprise i received an email on the 14/02/2024 starting that my claim has been declined due to unpaid premiums of 3 months.Major issue they saw on the system what transpired but why did they allow me to claim knowing for the fact that the policy has lapsed , i have to take out my whole salary to do the funeral to the surprise of not receiving a claim such disappointing , the reason for me to go inquire before i process the claim because i saw the sms that it has lapsed they should have told me claim will be declined because of unpaid premiums , i am so much disappointing in them giving me such false hope, now i have unpaid debts i dont even qualify for a loan they have created a mess in my life i dont wish to pay my money to people whom are FSP credited but cannot give a figuratively advise in such matters.When i went to site B branch i was assisted by a pregnant light in completion lady with no name tag she confirmed that on this incident no at 12:41 they recently updated the notes i should wait 4 - 6 hours to receive my claim.To my surprise today i spoke with a Delft consultant with no name tag and the manager Lihle come to assist further and advise me to lodge a complaint and wait on feedback , how come 4 different people from the same entity have different answers to the above , this is how we loose money.