Standard bank failing to assist their clients

I have had a funeral cover with standard bank for over 5 years and when my mum passes on 18 July 2021. On the 21st July I called in to make claim and was fereered to either email or whatApp and I opted for a whatApp and I submitted all documents that was required and I got confirmation on whatApp from standard bank that they will send me a reference number with an sms..I never received any sms from them. Last week on the 28th July 2021 I visited standard bank branch in Montana and they couldn't assist me instead they gave me a land line and called the funeral claim department for me and I held for a reply for an hour...I was finally answered and the consultant I spoke to told me she is aware they are working on something on the system after on my claim and she promised they will give me a call they following day on the 29th to finalize my claim. I didn't get any call from them and on the 2nd August they debited my account for the monthly premium. I had to make other means to have money to bury my mum. And now I am still struggling to get hold of standard bank funeral department