FNB funeral cover pathetic service

I am still waiting for my funeral claim to be processed. All documents were emailed on the 22 Jan its now the 1 of Feb and i am currently on hold to speak to another agent since my dads death certificate is not on the system even though it has been emailed 3 times and also confirmed receipt of the email and death certificate over the phone. Im now on hold for 36 min because the first agent just couldn't assist me. Frustrated. Disappointed. Appalling service Samashni Chetty ***