TBFS claim not paid after 6 weeks

My claim was done in 3 april 2024 and the funeral was 6 April 2024 and till then I'm waiting for the assessor by the name of Zanele as the claim. That Zanele women is costing the TBFS since she does not care about her job and the debt that I need to settle since we bought a *** through credit thinks the money will be deposited in no time. And now here I'm complaining about the claim and the TBFS has debited me on the 1st of May for the deceased person after I claimed. My sister called them on Tuesday, and they indicated that the is not claim registered and now I'm really confused. all I get now when I send to claims @tbfs.co.za is dear valued client, do they really know what those words mean if they cannot allocate another person to the claim since this Zanel person is not acting. I really need answers please