Pay my father's money

Sanlam pay my father's cashback On the 06/04/2021 my parents went to Sanlam at Queenstown branch to enquiry about their cash back. They were assistant by a consultant Thandokazi Mankayi there and my parents were told there's an amount around R8000 to be paid to them, and the money will be paid into my father's FNB account in 5 days. Days into weeks went on with no payment from Sanlam I called Sanlam to enquire about my parents refunds and was told that they require the receipts as my parents brought everything when they went to Queenstown branch. Then the refund of R4259 was paid into my parents bank on the 30/04/202, then there's still outstanding R3000 and something outstanding needs to be paid to my father. Sanlam is sending me from pillar to post telling me that my father needs to sign some documents hence my parents went to Sanlam Queenstown branch on the 06/04/2021 and signed everything was asked by their consultant Sanlam stop sending us from pillar to post and pay my father's cashback money