Unpaid Policy

My sister passed away on the 28th of May and she was paying R1380,00 per month and all the required documents has been submitted. But up until today the 5th of July Clientele has not make any payment except for the R200 airtime sent of which I spent contacting them. I have spoken to Thembinkosi Mahlangu who has promised to revert back to me as he said to be the one handling the case. Was I wrong to ask for the voice record of the policy agreement between my sister and you guys to understand why was she paying such money for? He has never contacted me ever again and every time I ask to speak to him I am told they are unable to transfer me to him. It is different consultant every time with different stories. I was once told the money is in, had to sent a proof to show that the is no payment made. Is this how you treat all your client? Or is it just us? Where is the 24-48 hours payment slogan and the dignified funeral you offer if all the required documents submitted you promise people every day if we have suffer like this? We had to lend money from people to lay our sister to rest while she was paying such amount to you and promise to pay them in three days time and today is over a month and still nothing? Do we have to do this for this problem to be resolved?