Very sad

I've made a funeral benefit claim on the 30 September 2019 till now they only paid for one claim I've called and went to the Bloemfontein office they have not yet helped me I can't bury my mum it's now 3 weeks...my claim number CP ***2 and CPA*** they keep telling me that it's a duplicate claim where else its 2 different claims.my contact number is ***