Traumatized by the service

My husband passed away on the 30/04/2022 and had logged the claim on the 17/05/2022 until this day it has not been resolved and no one has bothered to communicate as there were some documents required due to the nature of the case, ever since I logged the case I am always to be the one making a follow up to only find out that the case would take another 30 days and its been almost 3 months. Old Mutual did an over payment in ERROR to my late husbands account on the 30/04/2022 on the day he passed which the correct payment date was supposed to be 15/05/2022, On my end I was not aware of the case and because I had to make arrangements for the funeral I managed to access funds out of his account which i believed it was just funds available as he was in business and profits were paid on the same account Old Mutual uses... I am not fami**** with the Old Mutual process a some of the info I was provided 2 months after logging a claim.

Now I am being denied the claim due to a fact that they need me to make the payment upfront of which I am not working however a stay at home mom who has slept on an empty stomach with my kids. Initially I called Old Mutual and the agent I spoke to Informed me that they will debit on the claim when the amount is paid but I needed to fill in the account details document and send it back to them however now they changing the expectation they have created.

I called again trying to have the issue resolved and I was transferred around to the same departments some agents do not even wait to understand the query i have. Every time I have to make a call to them it's a daily reminder that my husband is gone and the service they have given is not making it any easier, I was promised a Managers call back on the 29/07/2022 and never received a call. I am even thinking to let it be cause I no longer have the energy and on depression meds, they must keep the money have accepted that I will never get as much as I need it, they have hurt me so much and tired.