Funeral Benefit

My dad passed away in September 2023. I went to close his account at the branch mid December 2024. I was told that the funeral benefit will be paid out between 6-8 weeks. After numerous phone calls, I get the same response that it will be escalated. I have tried e-mailing them. They responded to the first e-mail on the 18th of March and only had 1 response on the 9th of April. No response to follow up e-mails. Can someone please assist.