Cell C review: negligence from staff

I reported my father's passing to cell c secunda and they instructed me to bring documents proving his death and I did just that. They then lost all those documents claiming their colleague is mentally unstable. Then we were told to send the documents via email to the store and we did just that. A month went by and no communication from them, when I went to the store they told me they did get the email but they were not sure what was it for. Yet the subject like was clear.