Appalling service and false promises to clients!!!!!!!!!

I have a funeral pan with Capitec bank and recently lost my uncle. I submitted all the required documents mid-October. I recieved an sms informing me that they will get back to me in 14 days which ended on the 4th of November.

I have called and sent numerous emails but I am not receiving any feedback!!!! The call centre is the worst, I kept being transfered back and forth daily for over 30 minutes but I still do not have proper feedback. They keep saying they are investigating? Am I now a ******** or something!!!!!