Capitec not honoring their promise

I am so disappointed in the way capitec handled my case, on Tuesday I went to capitec to capitec Bank to claim for my late parent whom I covered with them, I explained to them that she was based in Tzaneen whereas I am in joburg and requested one of my sibling to scan copies of the death certificate and B1 forms through to me in order to claim, I spoke to a Manager in capitec branch kagiso who sent an email asking if it's ohk and or possible to claim with scanned documentation he since it's a hussle to move around Tzaneen rural erea and transportation is a nightmare and explained to them that it's going to be a lock down if I leave late for the funeral I won't be able to come back home, the manager confirmed that it's fine we can put the claim through and reffered me to Lindiwe to assist with the claim, she sent the docs through on Tuesday with Ref ***4 and ***6 every time I call the call Centre to get an update on the claim as I need to bury my parent this is so frustrating as I need to pay for the funeral parlor and capitec is taking me post to pillar its so frustrating