Doves Bad Service - Somerset West/van der Stel

My Parents had a Doves Funeral Policy for many years - Paid regularly. My mom passed in July 2015 and the Somerset West / Van der Stel Doves were inefficient in handling the matter. The Policy guaranteed a few basic items which it took many emails and phone calls to sort out. Now My Father has passed and it has been 3 weeks with no progress in sorting out the cremation and other arrangements. They say they cannot find the policy on the system, despite me sending them both the policy and the receipt from my mothers passing. We have been in contact with the local staff (Roger Roman) and his so called boss (Riana). She does not return my calls. On Friday 04th, I gave them an ultimatum to sort this out within 24 hours or I would go public with this BAD experience. I have not heard from them thus the posting