non payment and resolution of death claim

They deserve 0 stars. they are the worst company to deal with. My uncle passed away in October 2023. First it took them 2 months to pay out a funeral claim, which was meant to take 48 hours. Now we can't get the death claim and provident fund sorted out. Initially we were told the claim can take from 6-12 months to complete. On 11 June 2024 I was phoned by Salt employee Melusi Dladla asking for my banking details. he also needed to confirm that I was the oldest between myself and my brother the only remaining relatives for my uncle and the beneficiaries named in the claim. Melusi informed me that I would most likely be the only beneficiary since I was the eldest but that the board is sitting on 20 June 2024 and they will notify how the claim should be paid out. When I enquired about the amount I was told they can't give me the amount, but that if we do not receive any payment by the 15th of July 2024 I should follow up. On 15 July 2024 i phoned Melusi as no payment was received. I did not get answer on his direct line, did not get feedback on email and was left with the reception to deal with. The only info they could give was the board sat and the resolution need to be signed from 20 June 2024 that has not been done yet????We tried getting a hold of Melusi for the entire week and finally got a hold of him on Friday 19 July 2024. he informed us that he has until October to pay out the loan and we should not threaten with lawyers or he will restart the process and prolong it. According to him the board had decided to pay this into an estate and not to the 2 beneficiaries listed. he instructed to go open a late estate bank account and get the account details ready. Again when we asked about the amount he refused to give it. Our lawyer has sent an email instructing the information to be send as no late estate bank account can be opened without an executor that has been appointed and that can't be done without going to the court with amount and information from the resolution. Today it is 1 August 2024 our lawyer has not received any response from Melusi. We have phoned numerous times again, no answer, or is told he is on lunch or not in. How are we supposed to have this sorted out? We are now taking this matter to the ombud and our lawyers have warned them that a complained will be lodged at the PFA if this money is paid to an estate.