Frustrated by B3

Good day We submitted a complain on the 13 July about a claim to *** about our claims no one bothered to respond to our complain to this day, Policy numbers SODE00144 and SOSOLO1045. We are unhappy with the service that we getting we have submitted all the documents that are required,we were advised to submitt the confirmation letter from home affairs. Home affairs said they can't assist us due to covid 19 but they did issue us with the death certificate,since we can't get this letter what can B3 assist us with because we have submitted Dr's letter,burial order,death certificate from home affairs, confirmation letter from undertaker, notice of death.i think these documents are sufficient enough based on the situation of covid 19 funny enough airtime and courtesy car was provided but when most suppose to be released now they need the letter. I have already buried my father using loans this frustrating. But they issued us with airtime and the car but when it comes to money they requested that Letter it doesn't make sense they should have not issued anything if our documents were not sufficient. This is out of our control we need that money because our policies are payed up to date.