Short Paid Amount of Funeral Benefit from Standard Bank

I would like to complain about Natascha Tiflin who did not respond to the E-mail I sent to her on the 27 July 2021, Standard Bank Funeral Plan sent only R3000 for grocery benefit of my late Mom, The pay out is suppose to be R1 200 x 6 as stipulated in the contract, we only received R3000, We still need to be paid R4200, there was no contract that was sent during the time when My Mom was still alive to indicate that the amount will be reduced.

Natascha ignored the E-mail when I asked when are we going to receive the other amounts, she never called, she only send an E-mail to say the amount of R3000 has been deposited which is false adverti*****t, the Family Funeral cover pay out is R10 000 plus R1200 x 6 Months for Grocery benefit.

I need answers to when is standard bank funeral plan going to pay out the other R4200.00