Lack of service from Safrican

I lost my aunt last Wednesday on the 8th of May 2019, on Thursday 9th May her son anf I went to Saftican offices in Rosebank where we completed the necessary forms and we were told that payment would be mafe within 48 hours. I then called Safrican on Friday to find out what the status of the claim was and i was told payment would be mafe on Monday 13th or Tuesday 14th May, my cousin again on Tuesday and he was told the payment would be processed at 3pm. This morning I called Safrican again and the receptionist sid she needed to puy me through to an agent as there was a note that said member not on schedule, I was put on hold until I ran out of airtime. My late aunt's name was Selina Saul.