Funeral/Cash back claim

The service I got is definitely not as per the adverti*****ts. Their portal is so user friendly but then I got no confirmation when I submitted the funeral claim on the 6th Aug. Followed up on the 7th and they confirmed no claim is received even their portal supported the narrative. I emailed on the 7th spoke to Jeniffer and requested that I email directly to her and claims email. And i got a ticket number , no confirmation. Saturday still nothing was received and needed to bury my uncle on Sunday the 11th. Went again in the portal and claimed for cash back that was reflecting. No, response, had to borrow money. Monday 12th I called in to follow up and spoke to Nonhlanhla she advised she can't see my claim I asked her that I got a ticket number and also emailed my information to Jeniffer. She advised that Jennifer will call me back. Now it is the 13th time 11:51 and my cash back is not refunded and the funeral claim is not paid and now I have bills that occurred because the claim was not paid on time.