Worst experience no sense of empathy or urgency

Worst experience ever. Logged a funeral claim recieved no reference number was asked by call center to go branch on 17 July 2025. Consultant assisted me and submitted documents she cc me on email. I called on Friday was told to call back after 1 pm as it has not yet registered on system. First consultant took my information left me on hold for 5 mins then another consultant came on to ask for my details told me I was on the wrong line. I recieved an sms on 17 July stating my claim was registered. I received another sms on 21 July stating the same. I called today and no one could find the claim with ID nrs and policy nr one consultant located the claim which was sitting with a manager to approve. I call again to find progress same story was told that it is a priority as it is over the 48 hrs sla and will have a consultant call me before cob. No call received. Lack of empathy compassion client service from a caring corporate organization. I was even asked to hold until the claim came through using my personal phone. No sense of urgency or understanding. Clients are not a priority. All consultants do not follow same scripting. Can some one please give an update. Why have digital as way forward if client are referred to branch and follows are made by clients not one call from fnb.