Hollard worst service provider ever.

I lost my sister on the 6th of February 2018 and I am still waiting for the funds in my account. I borrowed money from a friend to be able to contribute for the funeral. I have been waiting ever since. I do not know how many follow ups I have made and they will not give me anything concrete. Today I was on hold as the consultant was still checking and I was waiting for 30 minutes and the call was dropped. I called many times after that and they will tell me to hold and drop the call. I need help because my friend is tired of my stories and I do not know what to do anymore.