Pathetic customer service

On 8/10/19 I sent an e-mail with request to change my banking details to *********** for the memorial benefit after the passing of my mother in November 2018 including my bank statement and an affidavit. After not getting any acknowledgement or feedback I went into Maponya Mall Hollard branch on 9/10/19 at 15:40 and was further asked to forward the same e-mail to *********** by Sabelo Shabalala. On 10/10/19 at 12:00 I called the Maponya Branch for feedback as I was requested however there was no answer to my call. 8 days later my issue remains unsolved and no one has gotten back to me. This is my second escalation I have on Hollard at claim stage for policy number **********1/**********5 and doubt this will be my last one judging by how they mistreat their clients.