I need clarity from standard bank

Greetings hello peter, I would like you to assist me to do a follow up on the policy my father had with standard bank, because when he passed away my mother carried on with the policy and standard bank called my mum saying that she qualified for a cash back plan that you receive after 5 years and they asked her what will she do with that money and her response was "I'm gonna buy a house,,,so they wanted to deposit the money into her account and she had a loan @ Capitec that time, so she asked them to call her again in order for her to give the account number that she preferred,,,of which they didn't call her back,, so now I wanna know where did that money go to,,,? Cause we were really excited that at last we gonna have a place called home, I really need clarity on this