Funeral monies not paid out

We making payment every month via a bank deposit for a society burial. Last week Tuesday we put a claim and we were told an assessor will get back to us. It's now a week later and the funeral has even passed and we are yet to receive the money. We spoke to Rishaad who tried to assist but still no money came through. When we called to follow up the consultant asked for deposit slips from February 2017. The dep slips have faded and why am I only being asked when I do the follow up. I was then promised by close of business 30/01/2018 the money will be it but nothing has come through. My dissatisfaction comes from the 48 hours SLA for payment not being met and no one keeping us on the loop about the claim we only get unsatisfactory feedback when we do a follow up. Customers service is very poor and the burial date has passed. Yet we are paying monthly so we don't have to suffer in times of need. We had to borrow monies and appear as a ***** all because the payout never came through.