I logged a query 6 February with Capitec Bank regarding my funeral policy CF***0 which reflects an arrears amount yet its not in arrears

I logged a query 6 February with Capitec Bank regarding my funeral policy CF***0 which reflects an arrears amount yet its not in arrears. I have followed up 5 times and each time I'm told it's not yet resolved. How can a simple query take more than 2 months to resolve? This is having a negative impact on my policy.