Poor service

We are in desperate need of feedback and payout of my late dads funeral plan,it was approved on Friday already and we’ve called them twice already explaining that we need the funds to finalize the funeral arrangements,the funeral is in Limpopo on Wednesday and we have to transport my dad from one province to the other and also leave for the burial and now we are stuck because we still waiting for payout of which is supposed to be done within 48 hours,can we please get assistance