The turnaround time is not 48hours as stipulated in your false automated response email. It’s been a week with no response and no way forward on my funeral claim benefit

I’ve submitted my claim documents for a funeral benefit last week (12/10/2022) with Momentum. When I followed up last week Friday (14/20/2022) , I was notified that my claim was not received even though I got the automated response message after sending. I was instructed to resubmit the documents, which I did by Friday noon and was advised that feedback will be given by Monday (17/10/2022). I did not receive any correspondence from momentum until I decided to call and follow up on Monday. The person working on my case said she was awaiting September premiums from my employer but that’s not the case as I have confirmed that the premiums were debited. I’m really disappointed with the service I’m receiving from momentum as this is not the first time. I’ve encountered their run arounds also last year when I was withdrawing from my previous employer’s provident fund. This is really uncalled for as I had made plans to conclude the funeral logistics that were to follow as per my culture. Please advise on what to do as I’m really bored with the service we receiving from Momentum. Hats off to Old Mutual as my claim was paid within 20 minutes of notifying them. Had I known I would have stuck with Old Mutual and not continued with momentum