Funeral policy payout 1 MONTH not 48 HOURS

So disappointed with FNB Cycad in Polokwane...my mom passed away on the 3rd August and I went there on the 06th of August to put in a claim for funeral policy..they promised the payout takes maximum 48 hours A week passes and I called the claims department and the claim they have not received any paperwork.. Today is the 1st of September i am in Pretoria and I am standing in looooong queues again to start the process all over again..when I call the centre to complain they tell me to go to the branch and take it up with them..such incompetency...now I must drive back to plk just to lodge a complaint with that branch.

Really...