deceased account

My father recently passed away, and I was advised by the call centre to submit a copy of his ID as well as his death certificate to ***. I did this on the 29th September 2020. Until this day I have not received any feedback. I have called woolworths to check if they have received anything and they can't assist and advise me to email the paperwork again. This is not the kind of service I expect to received from a well known large corporate. Can someone kindly help.