Poor Service from Wesbank

My brother passed away in a car accident in January 2019 and had car financing from Wesbank and from day one they were not helpful at all. His insurance paid (84%) but there was a shortfall amount that remained (16%) and for that shortfall I contacted Hollard because he had Coverplus with them. Hollard informed me to lodge a Death Claim, which I did, even though it was a long process. The Death Claim was eventually approved but paid out an amount in excess of the shortfall amount (about R 104 308 in excess) and ever since then I have struggled to get anyone to assist me in this regard at Wesbank. I have called and emailed numerous times and I was advised that Pretty Dlamini is the one dealing with my case, but this lady never answers the phone, she never returns my calls nor my emails. The only person who has been able to take my calls was Soetmelk, Rene and even she still referred me to Pretty Dlamini. I continued to call and email but she never answers nor returns my calls or emails. I was also referred to other people including Kimmie, Ismail and Watson-Jordaan, Beautrix but neither of them are responding or helpful. It's been 3 months now and I am tired of this poor service from Wesbank. All I want to know is what will happen to the Death Claim money which was paid in excess, because we as the family would like to claim that money back to cover the funeral expenses which we incurred to bury our brother.