Unprofessional service

I logged a complaint on Hollards website regarding a funeral claim query that I am trying to resolve. It seems like everyone that I am reaching out to has just not taken my query and complaint serious. The complaint was logged on the 19/11/2019 to the customer service, I received an automated response with a 2 working day period for feedback. On the 3rd day I sent a follow-up email which was on 22/11/2019 and minutes later received an SMS acknowledging that they are aware of my unhappiness and will provide me with feedback as soon as my complaint is resolved. It's the 27/11/2019 and still no feedback on my query and my complaint but my debit order has gone off successfully yesterday. From day one that I started making contact with the consultants in the branches, they don't deliver. This is infuriating me because when you bury a family member, you would want to lay everything to rest and have closure but the manner Hollard is dealing with this is undignified. I would like someone to escalate and resolve my complaint urgently and have both my funeral policies cancelled.