Funeral claims still pending after 2 weeks

A funeral claim that was submitted to Phasel on the 15th of June at Nedbank Maponya Mall Branch is still pending whilst all documents were submitted, all required documents were confirmed and certified by the consultant. More than a week later, we made follow up at Maponya and we were told that no Death certificate was submitted. At the time we had all copies of documents that were made by the consultant including claims forms, ID and Dearth certificate copies made by the same consultant. We gave the same copies to him and they were rejected and reason being they need originals. A day later we submitted original documents to Protea Glen branch (Sanele) and currently I'm sitting at Protea Glen branch for over an hour to get feedback. The team leader trying to assist informed me that Nedbank statements and claims forms are missing. This act of behaviour from both branches, shows disrespect for the community they serve and clear signs of incompetence from their staff. These are the same people that are expected to be Fit and proper in terms of FAIR and Regulatory examined. Can someone that care call me urgently.