I made a claim on the 16th if august then no payout was made , I went to the bank in three rivers many times but with no help

I made a claim on the 16th if august then no payout was made , I went to the bank in three rivers many times but with no help.Until I wrote to hello Peter it was now in September, then I received a response that the is a mistake I am the premium payer but the wife of the deceased is the beneficiary. On the 20th September the beneficiary made a claim but until today the 6th of October no payout. I tried communicating with the complaint department but no response. I have never seen such unfair treatment by such a big company like a bank What is painful is that they are still debiting the premiums from my account. I dont know what to do anymore.