FNB funeral service worst service

I have been a loyal customer. When it matters the most FNB has let me down. I have a funeral policy with the bank. I made a claim on Friday and I was promised a 24hour service. The next day when I called Noone could assist even their bankers asked for a call back and never got 1 with a resolution. They are willing to loose me as a client cause no assistance could be given. I really got the worst service. Don't have enough money to bury my mom. I now have to go around asking for money.