Claim Still Not Paid Out

To whom it may concern.

I helped my mother process her claim for her aunt on the 15th Aug as the burial date was on the 19th Aug 2021. All the necessary paperwork was emailed and we received auto replies regarding how long the process will take.

Did a follow up on the 18th Aug and a remittance letter came via email to say payment had been made.

We had to continue with the burial on credit as the funds still have not been paid out into my mothers account and the funeral palour allowed us to proceed with the shortfall required from the insurance.

Today is the 25th Aug and still no sign of the payment.

My mother is aggrieved by this as this is a very difficult time for the family.

Please can you look into the matter and advise accordingly as my sister keeps calling and she is advised that there were issues with Absa and Capitec, however my mother banks with Standard Bank.