Worst Service ever and very heartbreaking

My aunt took out a funeral policy with Avbob (B***) as we have believed that it is one of the best funeral homes in SA. My grandfather passed on on the 12 of January 2021 and that's when she made a claim to Avbob so they can provide the burial service. She had a comprehensive package A policy which is R8000 in total. We were told that amount it's only for the service fee for transporting the deceased's body from place of death to their mortuary and storage fee. We were then told to top in order to proceed with the burial of our loved one, we paid R24000 on top of that R8000 to make it R32000. The day before the burial they brought an old tent which was filthy and torn at home and i had to go and hire out a clean one elsewhere as it was embarrassing.

The next morning (burial day) as we have asked for pictures of the deceased that were supposed to be pasted on the cars none were received. Things became worse at the cemetery as the Avbob staff members performance were inefficient and very upsetting they didn't show interest and were very disrespectful and again their tent was small, dirty and old as well. The set up was depressing chairs was not put in an orderly manner no effort was made whatsoever.

The lowering device used to lower the coffin was not working at all as it was old and rusty, so we had to remove the coffin so they can fix it but still failed to do so. You can see that they didn't know what they were doing, they then opt to lower the coffin manually but the worst happened "they dropped the coffin into the grave and it broke and body fell out.

The sad part is that none of the Avbob staff had a decency to jump in to fix the mess they hav created instead me and my younger brother had to jump in and carry the body back into that broken coffin.

I have lodged a written complaint to Avbob and their reply was that they will look into the matter. On the 26th i went to their offices to ask for the invoice as i was not happy with their service and to my surprise we were overcharged and they didn't even supply the things we agreed on. So i am seeking legal advice as to how to go about this and receiving a compensation that my family deserves.