Not 48 hours as they say

Morning

I'm really not happy with fnb, my grandmother passed on in July 18 and my mother claimed around the 28th of July 2020 as she has the funeral plan with fnb but to our surprise she hasn't been paid up to now everytime she calls they tell her a different story and it's not the 48 hours as they say and now we can't pay for the debt we took to prepare for the funeral. I'm so angry with fnb and to think I took funeral policies with them.