****ing bad service

Good day Im writing on behave of my mother. She had a policy with Metropolitan that was paid up my father past away and she wanted to claim,upon the claim they said that the policy was in arrears with R6400 +. But thwy also paid that back. What makes me mad is that that was not the amount what my mother should have received. And a very rude lady by the name Elmarie in worcester branch assisted and she also asked me if we cant make the funeral for another day. She phone her manager in Paarl a Lindi or Lindiwe. They said the will come to us but never did. What must i do now? I have all the letters and amounts from Metropolitan. They said they will call me or my mother and it has been a week now and no phone call. My number is ***