Verry bad customer service from Ned bank

Good day I cannot believe the service I got from nedbank newton park port elizabeth branch. I went there on wednesday the 17 April 2019 to submit death claim documents. I come back on Sat 20 April to check the progres on my suprise the document were not submitted by Rita the lady that was helping me. Again on sat Buli said she submitted the documents. Today the 24 April I went to Nedbank to call the head office again no documents were submitted by Buli. I am so dissapointed with the services I got from them on my time of sadness loosing a child is not a child play but Nedbank is playing hide n seek .