No feedback in 48 hours and funeral on hold due to no way forward by FNB

Can someone please help my family. I lost both my mom and sister and we are preparing for the burial. We have been going to FNB with my granny calling them and we have been told the same story from this morning that the matter is under escalation. It's already 48 hours which was given as the turn around time and we still don't have any news from them except that they re waiting for assessors to give an update. We don't know what to tell the undertaker anymore as they have threatened to not help with all the arrangements should nothing be forthcoming. We have asked and pleased for assistance even as we went to the branch this morning. We understand policies but this is a death we're dealing with some compassion would be appreciated. I know that in a few hours we will not be receiving any help as your contact centre will close and we will be told to wait for Monday. Should we not bury my sister and mom. Can we really not be prioritized just this once by a bank my mom trusted to handle her burial at such times. It is heartbreaking we are dealt with as just another case. No human touch to the entire manner.