Poor Woolworths service

My dad passed on 22/12/2020,since the 3-4January we've been submitting the necessary requested paperworks each time we promised it will take 5 working day's..To date we've submitted the same paper's 4 times the computer screen was shown to mom last Saturday that Woolworths has received no paper's She again submitted than again promised 5 working day's she'll get an outcome.Yesterday we received a call there's nothing on the system that indicates paper's being submitted.We have the names and at Westgate and Promenade Mall they can check their video camera's to see mom being at Woolworths