Claim not received

I am so frustrated with Old Mutual ,my mom passed away and so I had a funeral policy with Old Mutual,and so I went to claim on Tuesday at the bridge city branch I submitted all documents and they asked me to do another card since I had misplaced my other card and that card was going to expire in June , I was told that everything was done ans I even received a message from them Saying that the claim has been processed and the money will be in my account within 4hrs,meaning that the claim was successful ans I left .On Thursday we needed to use the money and when I tried to get into my app it did not allow me ans so I rushed to the bank ,and when I got there a lady who assisted me checked and apparently my card was blocked which was news to me since I did not authorise that and I just came to get a new card , I did not receive any message saying that my card was blocked how did this happen no one knew ,the manage by the name of Melusi Ndulwini did not help me and so I need this to be escalated urgently I need to prepare for my mother’s funeral on Saturday so this is really urgent,Policy number:69205N*** Reference mumber:CEB*** my number is ***