Terrible service/Funeral Claim not paid

I went to a branch on the 25th June 2022 to submit my documents for a funeral claim. I was then told that the funds will be released into my account in 48hrs. I had to call them on the 1st of July 2022 to enquire about the funds that are still not transferred into my account. I was then told that someone is attending to my claim and they will call me back. But still no one has called or sent me a msg to inform me what's causing the delay. I even sent them an email on the 4th July, but I still didn't get a response. I should be grieving in peace as I just lost my brother, but instead I now have to be fighting for what's rightfully mine. I'm really disgusted by the service.