BT Funerals Bloemfontein shocking customer service

Horrible experience from Boitumelo at BT funerals. My grandfather passed away in 2018 and we used their services as we had previously done in 2012 and 2014 wonderfully so I might add so this last service came as a shock. My grandfather still doesnt have a tombstone because of these people we have sent through proof of payment called and emailed them numerous times and al we get is apologies if not confused responses from staff it seems like no one knows what's happening. When the father was in charge everything went accordingly it's sad to see it go down the drain like this. I want them to fix our issue I don't even want a refund coz being in another province this would only inconvenience me even more they created this mess so they must fix it. So much for "service with dignity" we have unfortunately received the opposite of that.