Documents sent to the branch, twice on emails to the complaints, no feedback being provided! appalling service provided to client in time of need!!

Good day Capitec. please urgently advise us, you required us to resubmit documents which were sent to your branch in April for a funeral claim. the service is appalling!!! so many issues and no sense of urgency even though we have stated numerous times we need this to be sorted out in order to have a burial. please advise what else is required from us ? branch couldn't assist, complaints is not providing with feedback, I had to call and wait in cue just to be told there is no agent available, must we go to the ombudsman.