Nedbank Stokvel Burial Account Nightmare

We joined Nedbank Stokvel Burial Account and a death claim was logged at Nedbank Branch in Maponya Mall on the 24th December 2019 it was valid and claim hasn't been processed till today we have been to the bank numerous times but they keep on saying we must wait for a call from the Nedbank Maponya Mall Branch Manager before the end of the week they have a backlog , on their contract it states that once they receive a death claim they will pay out R10 000 within 48hours but we are still waiting how do you expect us to arrange a funeral if you selling us a product that you cant deliver , Name of the Society is Abakhozi Burial Society , can someone please assist us and pay the death claim to the society contact number ***