Funeral claim

My name is Thabo J Lakaje *** Account no: 2012 On the 30th of December 2019 I submitted funeral claim to Nedbank branch at sunward park in Boks urg, my claim was not paid to date. On the 6th of January 2020 I made a follow up I was told by the call centre agent that my mother was not covered, then I asked why I was not informed cause since I was under impression that she is covered, I was told that message was sent to the branch where I logged a claim, I went to the branch on 7th I went to the branch, the branch manager confirmed that it was a mistake done by her banker she will investigate and will come back to me on Thursday the 9th of January, on the 10th I went back to the branch in sunward park, the manager said she's busy instructed the banker to tell me that she has escalated the matter to the business office which is their head office, I feel more frustrated because I borrowed people's money to get funeral done, kindly intervene as I'm getting depressed by this situation.