Very unhappy client

I am very unhappy of the way Capitec help me with my funeral claim for my mother. This was my first claim with them and it is the worst experience. I did a claim on the 20th in there branch in Uitenhage and it still not processed. I was told when i went to them on the 23rd that the fingerprints on the BI1663 was unclear but the consultant just rescan the exact same documents knowing very well that they will not accept it and just told me I must wait 4 hours. I had to go to Old Mutual and ask my cousin can she check what must be fix and also send it to them. I'm the one that have to contact them and up until now nothing was paid or contact made from their side. I had to make a loan to bury my mother just to avoid the embarrassment for the family. Yesterday my deduction went of from my bank and my mother premium is not included but the claim is not process. I will be moving my insurance to Old Mutual and also close my account with Capitec if this is how you treat your clients . I did a complaint yesterday also but no-one contacted me or send me a sms nothing. I just want my claim to paid and want nothing to do with Capitec anymore