Funeral Claim pay Out

We submitted a claim at Pretoria north branch on Monday the 9th november and up until today the claim has not been paid out and when we enquired with the call centre we were told that our documents were never received and that we should go back to the branch to start the process all over. To make things worse we had to borrow money so that we can continue with the funeral. This is very much unacceptable to people who must bury their loved one with dignity and respect. I will make sure that this matter ends with the newspapers.