Worst Bank ,Worst Funeral Cover ,that wont pay when you need them

I took out a Funeral Cover with Capitec and when my mother passed away and I claimed I was advised that they cant assist me because I did not have a BI-1663 ,One was left at The parlour in KZN and the other submitted at DHA and I went to my local DHA to apply for it and I was told it takes 6 to 12 months ,Capitec couldnt help even though all the other Documents were submitted . I wouldnt advise anyone to take the Capitec Funeral Cover ,My mother Passed away in June I notified them and submitted ,till date they have been deducting my money for my late mother ,they couldnt process my claim ,they refuse to assist and I will cancel they account as well ,I want nothing to do with capitec