Appalling service from AVBOB Bredasdorp, Western Cape

My father passed away four weeks ago. AVBOB Bredasdorp collected his body, and we provided a death certificate and paid the full amount for cremation three days later. In all this time, we have enquired repeatedly, but have still not received his ashes. Today I was informed that the Bredasdorp branch would contact the crematorium and revert to me immediately. They have not done so. How is a family to mourn during this difficult time with such uncer*****y and in the face of such incompetence?