fixed deposit

Good evening

my mom's policy matured on the 28th of march 2024, she called in twice to request that Bidvest give her access to 49000 rands and to our suprise she only received partial payment, last week we spoke to a lady who sent us confirmation that the amount loaded was incorrect and the matter was escalated, email from Sixolile Mthimkhulu,

i need this sorted out without penalty as this was an error on the bidvest side. kindly fix this urgently.