Poor Service from Doves Funeral

We received bad services from Doves Funerals Belville, The person we are dealing is Sharon. We keep on trying to contact her but no answer. My mom passed away On 23 December ever since, we did not received any death certificate from home Affairs, nor burial order ect. We keep on contacting them on daily basis but only to hear, the problem is at home affairs. We can’t do any claims, nor paper work although we paid Doves privately to do cremation as soon as possible. We did not receive any information when cremation will take place.