Horrific

I had such a horrible experience.... My mother died on the 23rd April on the 24th went to Maponya branch to submitt a claim.. I was told it will pay after 48 hours today its a full week and I haven't received my funds.. On the 26th wich was 48 hours I called and only then that they were attending to my claim, I explained that the funeral is for the 28th Saturday and they said I will have the funds by 12 midday on the 26th 12 o'clock came and I had no funds I called I was told the previous person did not send it for approval... This was so hurting that I had to borrow money to bury my mother not even an Aunty my own mother and things that I wanted to do for her I could not do... My dignity was dragged on the mud because I had to borrow and ask for collection as if I never prepared for this day. today is the 29th I haven't been paid and all documents were in order what do you call this???????