Claim paid into *****ulant account

Good Evening, my Mom passed away on 05 December 2020. I submitted a claim via whasapp as advised by an call center consultant as the claim would be processed quicker. I did that and followed the prompts and received an SMS on 09 December saying that the claim number CEA***-1 has been processed and the money will be in my account in 2 working days. I did not receive the money by Monday the 14th December, I called back and another consultant advised me that it was for Group Scheme and gave me the email address ***. I submitted documentation to this email address where I also received no response, references GSENQ*** and GSENQ***. Today I called and spoke to a very rude consultant informing me that the money was paid on the 9th into a Capitec bank account which I don't possess. When I asked for his name he rudely spelt it out which I still did not hear, when I questioned him about the bank account his last words were that it was paid into Capitec and dropped the call on me. Bearing in mind that the numerous calls I made took up to 30 to 45 minutes just to get the call answered. A helpful consultant Maxwell was very polite today, and also confirmed the claim was paid into a Capitec account and confirmed that the bank account was loaded on the 09th December 2020. Firstly there was no verification of my banking details by Old Mutual before paying the claim and secondly my premiums are deducted from my account at a different bank, how was the claim paid into Capitec (I DO NOT HAVE AN ACCOUNT WITH CAPITEC). Please make immediate payment into the correct bank account, or I am taking this matter to the Ombudsman, as well as referring the undertakers to you for outstanding payment.

Regards.