Bad service

We submitted the claim documents that I had to go collect from Eastern Cape as the deceased pass on there,later that day I was told to go back to eastern Cape hospital as they believe there is missing information,mind you we were informed by funeral paurlor to comply with vivid 19 regulations of not keeping the body for more than 4 days,now another day passed because I had to go back to eastern Cape and come back to Durban to bring back the document,to my surprise doctor told me that form is complete and the only part not filled are for people who died by accident.i felt so stupid to travel all the way for no reason just because someone was lazy to do his/her own job When I sent an email to let them know that what they did is wrong there was no response at all until I sent a complaint ,the money was only paid after the funeral.I don't need money from them but to acknowledge their mistakes.