Poor service at Kimberley Avbob

I have a brother who committed suicide in Kimberley on Friday 15.10.2021. He was discovered on 17.10.2021 by the police and taken to Avbob in Kimberley on 18.10.2021. Avbob promised to assist us move the body to Newcastle on 19.10.2021 for the family to be able to do the ritual on 20.10.2021 as the deceased committed suicide. Today is the 20.10.2021 and we are still at Avbob in Kimberley, follow ups are only made when we get to the premises. The manager has been promising to call and update us on the progress of arrangements since day 1 and I have never received a call from him. He only does his follow ups only when I get to Avbob premises, my brother's passing alone is so stressful and I feel like i cannot be dealing with this unnecessary stress. My family has been waiting for us since 19.10.2021 as today is the day for ritual. Yesterday he promised to call us when the vehicle that is supposed to assist us departs from Bloemfontein as he said it was gonna come from Bloemfontein. Today we are being told the vehicle will first have to go to Kuruman which is about 3 hours away from Kimberley. I feel the gentleman is not honest with us and he is not taking us seriously, we must only listen to what he's telling us. I personally know Avbob as a very well organized company as it smoothly assisted us with my mother's burial with no additional stress or whatsoever hence I also joined. I feel like this Avbob in Kimberley is different, can someone please assist us. My brother has to be buried tomorrow 😭 and he can't be buried before we do the ritual and we are still stuck in Kimberley. Top management please intervene.