Claiming for my deceased sister. No response from Standard Bank.

I put in my claim for my deceased sister on Wednesday,22nd November 2017, and they said the claim takes 48hrs. It's Monday now and I still don't have any response from Standard Bank. I've been calling the call center and they say they will call me back. Ive been waiting for a way forward. My family is waiting for this money to proceed with the funeral but I guess they dont care. I'm so disappointed because I also bank with them. I'm definitely changing my bank?