Awful service

I have 2 funeral policies with the bank. Technical issue's were experienced on 28 November 2024. I've since called their call centre 6 times, getting different reference numbers, but no resolve to the issue. Policies are paid in full, with an overpaid amount due to the technical issue's, yet no response from Capitec. What happens when I one day have to claim or the policies show as having lapsed due to technical issue's? This is really poor service.