Funeral Claim query

I have placed a funeral claim for my Mom on the 25th October at MALL OF THE SOUTH BRANCH. They called me back on the following day that I must submit my banking details as the account cannot be settled on the beneficiary which is my son(All of a sudden the process had changed). So because I was busy with my Mom's funeral arrangements I couldn't submit the detials on the 26th. The funeral took place on the 27th were I had to borrow money to continue with the funeral. I submitted the required details on the 1st September and was promissed payment will be settled on either the 2nd or 3rd, nothing happened. On the 9th I called the *** and I was placed on hold for more than an hour, finaly some agent answered and promised that payment will reflect either later on that day or the 10th. I've been on the phone for almost the whole day with no response. I'm so dissapointed with the service I received from this bank.