Horrible service from Capitec Call Center and funeral claims department

I submitted a funeral claim an a Capitec branch in Phokeng and told that funds would be paid on 48 hours phoned the Call Center and was put on hold for 45 minutes without resolution, until I ran out of air time I called back and requested to be called back, I was told by the agent that they don't call customers back, the manager was no where to be found, the agents are not allowed to give out their surnames or managers name and surname the funeral is tommorow and the funds are still not paid. No communication from their claims department I am canceling all my products with Capitec my wife has funeral policies with them. Service is horrific