FNB Funeral Cover

I have my funeral cover for 5 years now with FNB, and if you are claim free for 3 years they need to payout a sum to you, so you het 36 months and as you pay month by month the months tillies down, so I was on month 36 in April so the lady said my payout will be with in the next month which was May, and that I don't have to log a query or even call, they will just make the payment to me, so last week I followed up and there is now a new story as to why they cannot pay me out, I now had an upgrade on my account of which I was not aware of and they did not mention this to me in April, so now they say the pay out will be in July this year, come July then there will be a new story.!!!! the is really very unprofessional and the are taking me for a ride I am starting to think. My number is ***