Service not delivered

I am policy holder with Icebolethu for years. I recently encountered a very unproffessional service from them. I had taken a tombstone plan as additional form my mom. So on the 3rd of Jine 2023 was having my mom's unveiling and i had communicated this with Icebolethu prior to the day arrangements were made and they were supposed to come on the day of unveiling to their part as per agreement, which was graveyard deco, coveing of tombstone with a white cloth, carpets, covered chairs, gazebo, still water and fresh flowers but they did not come. I reached out to them after unveiling and ever since I am not being assisted. Everytime I call I am exected to repeat the reason of my call, I am promised to be called back, they're very *********** and don't want to take responsibilty of what they've done to me. I have paid for this plan I need them to reimburse me for the things that they did not do. This is very disappointing coming from such company.