Late Claim Payment

On the 27th of May I went to FNB Tzaneen Teller less branch to claim on funeral policy and was promised that the money will be on my account within 48 hours as stated on the contract unfortunately that has never happened and I was forced to stop the funeral preparations and go back to the branch on the 29th of May to find out why the money has not been paid. The funeral took place the next day and we were forced to borrow money from the loan sharks to pay part of the funeral of which that was suppose to have been avoided should FNB kept their promises of depositing the money on time. I even lodged a complain telephonically (ref no: 694872) but never get a reply of my complain. I feel that their contract is too good to be true and uncalled for. It means that they are not taking their clients seriously and that will happen again.