utterly disgusted

My father passed on 7/04/2015 and went to the jabulani mall branch to submit relevant documents as per what I was advised and this was the following day...to my disappointment I call in today to follow up on the claim only to be told they have not received the documents and I should send them again ...that will not happen one is still grieving and this? ?? Very disgusted to say the least ... this will be sorted and promptly I hope