Irate client

The service is terrible, I submitted a withdrawal claim for my deceased mother in Nov 2023 and was advised to submit the deceased documents. Due to being hospitalized I only managed to submit the documents in the 26th of April 2024. I have sent several follow up emails in May due to non response and even called several times to no success after more 30 minutes of waiting on the line. Today I receive an email that I must submit my documents. What is actually going on there? Documents were submitted and I have even sent the documents again. I am not impressed and even embarrassed as I have been telling people they Rsa retail bond is the best and that I was planning on investing with the company. I am disgusted