Funeral claim complaint

Hi,I went to Capitec branch to claim for my late Mother on the 6th January 2025,when I left I received a call saying the a missing document I can submit that via email or WhatsApp I did that when I got home..On the 7th I sent the same requested documents and did a follow up nothing..I called in the morning on the 8th to they said they received the documents, they will get back to me.Around 12 mid day I went to the branch for enquiry,the consultant called them they said the person who is busy with the payment will attend to the claim later today and they will contact me still nothing...I sent an email again,there was no response,Capitec please tell me how am I gonna bury my Mother on Friday