Disgusting Service and Lies

I have a put a claim for a funeral and it was approved on tuesday 21/01/2020 and I got an sms on tuesday that the money was transferred I must keep on checking my bank statement. Today its thursday 23/01/2019 and I have not received the money when I called Hollard I have been given different stories and the interesting story out of all was that the money was transferred to my bank and it bounced back, I called my bank and they confirm that there was no movement or intention that was done on my account which is untrue that the money was transferred even the number they say they sent an sms to advice me its not my number. All of a sudden Hollard does not know my number and my bank is closed.