Bad Service

On behalf of my Mother we not happy with the service we got from Momentum!we lost our father on the 2nd of February 2021 and buried him on 6 on the same month few days after the Funeral we went to their offices in Braamfontein office!got there and spoke to the gentleman by the name of Motheo Tau the guy was helpful and promise my Mother(widow)that the money which was due to be paid to my late father’s account will be paid to her account the following month.The following month she didn’t get full amount then she was told the money was declined!How can u decline someone’s who you need to give what’s due to her/him