Sanlam paid a **** claim on my father's policy

I am really disappointed with Sanlam because our parents open policies with them because they trust that their children's needs will be secured by the institution. I submitted a claim with Sanlam on the 20th June 2024 on my late father's policy, only to be told by the agent that a payment was already made into a certain bank account by the company. Now tell me how can Sanlam have so ignorance and negligence within their system that they allowed for such a thing to happen? It pains me because my father left that money behind just so his son can further his studies when the time came because he left too early, Sanlam I have seeked assistance from you to find out what happened to my father's money but none of the people I have come across have really helped me that much because they all say "our work is done". I would really like to be assisted with this by finding out who claimed the money and for me to get it back because it happened under your watch. If this is not done, my hand will be forced for me to take further action against the institution.