Feedback not provided adequately

We have reported the details of my deceased brother to MFC and we are not been treated fairly and responsibly to our request. The deceased documents were emailed and faxed a month ago with the intention to finalise any outstanding fees or information needed. We have been dealing with a lady by the name of Palesa who is based in Pretoria offices. Her lack of urgency and unfulfilled promises has wounded my family and prolonged this matter unnecessary...We are not been afforded enough time to heal and mourn my brother's death as a family as we are constantly in demand of answers from MFC on how to conclude on the matter. We are not happy and we are frustrated by this bad service. Numerous attempts were made to contact the Palesa and we were unsuccessful in most of them. We need a clear a direction in finalising this matter. Letter of authority is been provided with detailed information for them to execute the request. Deceased ID details: ***....