Absa Deceased department turnaround time a ****

Hi there, I don't know if I need to put this on blast but we submitted deceased documents to have an invoice for my father's funeral settled with the funeral parlor last week on the 19th of Dec and today when I make a follow up I'm being told this matter has not been finalized. You gave a turnaround time of 24-48hours which is yet to be met. Tell me what needs to happen to be able to get assistance.