false in formation of a policy open many years ago h

my sister passed away almost two years ago she open a policy a plan for her family meaning before she got married ..a few days ago my mother an father went to sanlam here in george toe find out if they can surrender me an my others policy because we old enough to have our own the consulting said an i quote they dont have to closed our policy there is a pay out on the policy for R 23000 she saw all of this on the system so my father an mother said okay can she put that amount on a peace of paper she wrote everything down we have prove off all this she ask tht my mother must provide her id cause she is the sole benef of the policy since the passing of my sister my mother gave her id wen an open an account cause the consultant said it will take 2 working days for the money to be an her an account they even wanted proof to show its her account .today my father wen to sanlam to find out why the money has not been paid out yet .there laim accuse are the consultant was new an theres no money that needs to be paid out one of us has to passed away for money to paid out .she made a mistake theres no bludy way that a consultant even if she was new can make a mistake like this no damn way tht a computer can lie an say money paid paid out an the exact amount .of 23000 rand why all of a sudden theres no money an laim accuse of a fault this will not be left like this my sisters husband jus past away now today in a car crash now we sitting with a problem .the kids age 12/15/7 has no parents an nw my father an mother have to here sanlam made a mistake this is bull an we will make a case an sue for wrong information false hope emotional stress ..cause this sound like a loud of **** .