Bad service

Yesterday I went to the branch in Giyani to submit a funeral claim with documents that are certified at the police station but the lady by the name Tintswalo Mabunda didn't seem helpful she kept saying that docs are outstanding but could not say what is outstanding. I was reffered to the next consultant by the name of Shallotte who confirmed that docs are OK she have submitted the claim which she didn't give me the ref of my claim I was promised that it will be sent today 02.07.2020 via sms even now I'm still waiting burial is on Saturday we not sure if the funeral should be prospone. When I call your claim line a consultant say she don't pick up anything