7 working days turns to 21 days and counting

I submitted a claim for my late mother's funeral benefit with GEPF PE Branch Kwantu buildings on the 30th of November 2017 to date the matter had not been resolved. After receiving no correspondence whatsoever from this company, on the 13th to 15th of December 2017 I telephoned their customer care line and I leant that they had "operational challenges they are facing and therefore I could not be helped". On the 15th of December2017 I called into their Marshall Street Johannesburg Branch, I was told that they are on a Christmas lunch and the Head Office is on a go-slow. I then returned back on the 18th of December 2017, I was then made aware that there was an error on the banking form I had submitted in PE, I quickly sorted the matter with the bank and submitted the form on the same day. Today the 21st of December, their consultant tells me that they are closing tomorrow and that I had made a mistake by resubmitting the form at the branch, I should have faxed it to the head office for a speedy response and resolution. I was requested to phone again on the second week of January 2018. Basically I'm at fault here, according to them.