Complaint Regarding Funeral Policy Claim Delay and Lack of Communication

My brother passed away on the 8th of January 2024. I visited your Vosloorus branch to submit the necessary documents for the claim. I was informed that I needed to provide all the original documents, which I did not have i only had certied copies sent via email, since we were in different provinces. When I visited the Malamulele standard bank branch on the 10th of January 2024. At that time, I was told the claim would be processed within 48 hours. However, it is now several days later, and I have yet to receive any communication or updates on the status of the claim. When I visited the branch yesterday, I was directed to call a specific number. Unfortunately, I was transferred from one person to another, and the branch environment was very noisy, making it difficult to hear anything. I left without receiving any assistance. The reference number provided to me for inquiries is 50221