Unpaid Death Claim

Submitted funeral claim on 5th November,received call from head office to inform me that claim has been finalized by the 13th November received part of the money,phoned them several time only last week they told me that money was rejected from the bank,no proof of that,my question was,why they didnt phone me concerning that,and why i was paid part of the lump sum.Till to date,there is no communication regarding this matter,bad service!!!