terrible service from capitec

Poor customer service from Capitec bank.!! My grandmother passed away on the 19th of November 2024 my mother submitted all the documents required and till today she has not received payment the person given the file placed the file on her desk and did not escalate the matter to the relevant person. The branch manager advised this person has NO AUTHRTY TO DECLINE THE CLAIM only today the claim is sent to the accessor! you are so quick to deduct funds for polices but you treat your clients unfairly especially in such terrible conditions, my mother has been passed from pillar to post, she went on and wrote on your Facebook page and when the Facebook team followed up the query they discovered the person the matter was escalated to with no authority declined the submission and only today the claim is sent to the accessor, can this matter be sorted as soon as possible!