Dishonesty and Bad Service

My mom took out a policy for my late brother after your agents called her 6months ago. She explained that my little brother has cancer and they said he can be insured for R30 000 at R109... my little brother passed away on Tuesday , the amount that was paid today is 16 000 and not the 30 000 that he was insured for upon my mom taking up the policy. When we call through to talk to agents they say they don’t know what happened because 30 000 reflects on their side and when we go to the branch the 30 000 reflects on their screens even though the payment is 16 000

The funeral is on Saturday. We only have half the money and not the complete money of the policy. You guys are honestly playing with people.