Unpaid claim from doves

I am here to lay a formal complaint about doves funeral services i made a claim on Tuesday the 15th at obsavatory branch I came just around 4 where I were I got such a bad attitude from a lady named Phumeza and the claim was no done that day Following day on 16th of September I went to do the claim at Mitchell's Plain claim was approved same day and I was told that money will be paid within 48 hours. Friday money was not in I went to branch I was told that money supposed to be paid out already they don't why money is not paid yet. I have been calling them since Friday been told that the matter has been escalated paid will do done soon. Yesterday I called doves as well 2 times spoken to Ponso and Modise promised to get back to me before they went they never did that. All in all clain is not yet paid untill now this morning they told me about technical problems Can I got help please