where did Government official get training?????

my grandmother passed away on the 01.07.2019 as per the government she has a funeral benefit. sent documents on the 08.07.2019 which they advised they needed funeral costs i sent an invoice and receipts as supporting documents..... called in the call center for progress and was advised the proof was rejected.... went to their offices in johannesburg to add more to the receipts i was advised the grocery receipts are not needed till date the pay out is not done please assist.....