Poor service

Incident *** My uncle passed away and the funeral policy paid out the first policy than the second policy was paid and only a R20 000 was paid according to Capitec but only a R10000 was available in the account and the other R10 000 is put on hold. We have been interacting with the Branch Manager in Kim Park center Kimberley he also see the problem Capitec funeral did and are really trying to explain it to them but they the funeral department cannot explain why other R10 000 is not available in the account. We have been spending money to travel up and down to get this issue resolved. But it's not sorted also we need the refund on the premuim difference paid for the past 3 years. Can we have this matter escalated to the Banking Ombudsman to have it resolved. I mean from the 18th of June to date 6th August 2025 my claim has not been settled in full.