No double payment after unnatural death.

My dad died on the 15th of Aug 2024, He passed on after 6 days of his operation. I went to Capitec at Sebokeng and the consultant help so quickly. I then received an SMS stating that I must submit the Post Mortem Report. I went to Capitec at Vereeniging the 19th of Dec 2024 to Submit the PM report. No respond or whatsoever after. I then called their call center just to enquire. The lady I spoke promised me that I will receive a call after 48hours in which no one called me after that 48hours. I even went back to Sebokeng and spoke to a consultant, she even called the Head Office they just told her that they will call me back. But no one did. I am really not happy with their service and if this is the services that we get from CAPITEC, then we are doomed. They closed my request with no reason or no one to call me and explain the procedure regarding double payment. I this I have to forward the matter to Ombuds after 30 days. I have the incident number.***