Poor Service

On the 12 January 2016 I lodged a death claim at this branch,I submitted all necessary documents that were needed. On the same day I received an sms from old mutual requesting me to submit a death certificate for them to complete the query I then went back to the branch as I had submitted the death Certificate only to find that all the documents needed for death claim were scanned onto their system so I went back for nothing. I was told the claim will be pain in 48 hours.I waited,there was no communication from old mutual stating there is a problem,48 hrs lapsed and there was no communication from old mutual stating there was a problem,I then called their head office on the 15th of January 2016 only to be told that they had not received any documents I MUST contact the branch, I did that I was on the phone the whole day on friday trying to sort this out as the funerealwas on 16/01/2016,I was assisted by the branch manager who told me at 15h30 on friday that the claim had been authorised for payment,it was dependant on my bank as to when the money will reflect on my account.I still have not received any payment.It is exactly a week since I lodged the claim still no claim payout.