Poor Customer Service

My Mother had a funeral policy at Avbob. In 2020 my mother died and we buried her on top of my father, now the sad part is that Avbob haven’t fixed my parents tompstone and it’s been 2 years now. I have reported the matter the with all the documents but instead of helping me they have given me the number of the lady who responsible of the tompstone but the lady told me that she has done her part. I don’t know what to do now