Disheartened Family cannot continue with Funeral Arrangements of loved one

We, as family members are disappointed with Gabriel Funeral Services, Port Shepstone branch. We experienced a death in our family where the deceased passed away in Joburg. After we reported the death, we were pleased that Gabriel Funeral Services would fetch the body efficiently, however they went on Wednesday,the 08th of July and did not handle the paperwork that was supposed to be done. We waited for their feedback on this issue until Saturday the 11th of July as they resorted to ignore our calls. When we went to their office in Port Shepstone they made calls in our presence in an attempt to assist us, which gave an indication that they had not prioritized the matter at all over the past 4 days. We stressed enough as it is and it is still during Covid19 Lockdown, while dealing with losing a loved one, dealing with poor service and in consideration makes everything worse. We have since been told to go back on Monday after lunch for further feedback but we don't know what to expect. At this point we cannot continue with funeral arrangements due to death certificate authorisation paperwork is not in our possession. If there is a way for to be helped get this going quicker, we will appreciate it very my much.