Bad...Awful customer service

I cannot believe that 72 hours later we still being given a run around by Sopema Funerals. My mom logged a claim with Sopema, unknowingly so she provided banking details for an FNB easy zero account which does not accept any funds above R14 000. We therefore printed a bank statement on Saturday for an FNB to confirm that no funds were received, and again printed banking details for Capitec account so that they transfer the funds into the correct account. We also explained in detail that the funds will be rejected in 72 hours. A lady by Smangele advised that she will monitor the account and make a payment however till today my mom has not received a payout, we are grieving as a family and we cannot afford to be calling Sopema time and again to do follow ups, if we do not call back we do not get any feedback from Smangele. we had to borrow money for funeral arrangements and now we have people breathing down our necks requesting to be paid back. we need this issue resolved because this is long overdue now, what more do you guys need from us ?????