Bad service is an understatement

It's been a month now and I still haven't received much help or any money from the claim I made regarding my Grandad's flexi account funeral claim. I have been to the ontdekkers branch 5 times now and now, even after opening a late estate account, I'm being told to go back to the ontdekkers branch because absa life says they might have made a mistake. I have paid five hundred rand to open the estate account and I've been waiting and waiting and no one is getting back to me and suddenly I hear that the estate account might not have been necessary... This bank is beyond terrible and I have already convinced family members to withdraw and close their accounts with absa. Because, if they can do this to me, they will do it to the people I care about.