Delayed Funeral Claim Payout

We submitted documents for a funeral claim on Saturday the 28th of December 2024 at FNB( Worcester Branch. All requirements needed were submitted the same day. We received a confirmation email as well as a reference. On Monday the 30th of December 2024 we followed up, calling the number indicated on the confirmation sms. FNB head office could not pick up the claim with the reference received from them. We went to the Worcester branch later on the 30th. The consultant submitted the claim manually again on the 30th and requested that they give the claim urgent attention. We followed up on the 31st of December 2024 again. Head Office confirmed that they have received the claim and they will give it urgent attention. We went to the branch again today the 2nd of January 2025 and the claim has not been attended to. We submitted the claim on Saturday we were expecting the funds Tuesday the 31st after we have received the confirmation that the claim was submitted. According to the consultant at the branch the delay is caused by the different claims systems used. We are unhappy with the service and it causes frustration at the time of grief.