Worst service ever

For the past 3 to 4 weeks I have been calling standard bank seeking help with a reversal. I lost my son when I was 7 months pregnant and the hospital gave me the body to bury. My contract ended where I work and do not have any money to can bury my son. I then called the bank which I trust but they failed me dismally I would be promised to get a call back but never get one or when I call I get excuses yet a former colleague whose contract also ended was assisted with a reversal. I'm all alone not knowing what to do as the bank I've been with for years now fails to help me. I do not know why I am with them to date the poorest help ever. I can't even get to a branch as I do not have the money and our branch closed a few years back. I am so broken by their treatment.