Avbob - Kimberley

My father was a loyal Avbob customer, paying his monthly premium until his policy was paid up a couple of years ago. He sadly passed away on 15 August 2022 at the age of 78. We visited the Kimberley branch of Avbob on 17 August 2022. We were informed that the cremation would be taken care of and that as requested the balance would be paid out within a short period of time - between 4 and 48 hours. Now, one week later no payments have been received, and the cremation is yet to happen. Numerous calls to Kimberley's Vernon Theron and Charlene proved to fruitless. After a couple of calls to the Avbob call center I learnt that the burial order number was already used in 2015 (not by my family) and that this prevented our claim of being processed. It seems there is no solution to this problem and we are stuck. In the meantime my mom needs to pay the bills and we would like to say our final goodbyes. In a time like this having to deal with an admin problem at Avbob is the last thing I want to do, but the issue seems to be unresolvable. I have spoken to numerous call center agents, none of them get back to me. I need to escalate the issue, but do not know how. I urgently need to speak to someone at Avbob that can assist me.