Claim still not pain post funeral

Capitec bank claims they had a bug in their system that made them not view a claim submitted 10 days before a child is burried, a day after burial still no money, mind you there is no communication in all instances, its day 2 after burial, having sign AOD with funeral house still no resolution to the matter. Is it still "we will pay your claim 48 hours after you submit all documentation? Heartless! Can I please be pointed to the right direction on where I need to go to report them with no documentation of feedback they refuse to put in writing - claim number ***2

We spoke to: Duane Khghorn (Branch manager) Grawie Basson (Regional manager) All helpless waiting on emails that are not coming

Head office sleeping on duty