Poor service

We received a death certificate from Grobbelaars in earlyDecember, that was issued incorrectly by Home Affairs. Grobbelaars promissed to have this rectified and would let us know when we could collect the certificate from them(Grobbelaars). We called numerous times and they kept on tellng us that they had not yet received the correct cerificate. They never phoned us regarding the certificate. They did however phone on 10.12.2021 to tell us that my mom, who passed away on 25.11.2021,was still in the mortuary and would only be cremated on the Monday 13.12.2021. (As if we wanted to know that she was still laying in the mortuary!) I phoned again today 30.03.2022 to enquire about the death certificate, only to be told that they do not get the certificates from Home Affairs and that the family must go to Home Affairs themselves to collect it. They did not know why they never told us this when we kept on phoning them or even why they did not phone us to tell us to go and get it ourselves. I asked how I could just go there and just ask for someone's death certificate and I was told that Home Affairs will take my fingerprint. I have no idea how they would determine that I am a familly member of a deceased person who has already been cremated. When I asked to speak the manager, needless to say he was not available. I asked to speak to the Director and needless to say, he was also not available. I was also told that they are forbidden to give contact details of the manager or the director. (Usually people who do not want to give their contact details or who are never available, are the ones getting too many complaints). I have also contacted other undertakers and they confirmed that they collect the death certificates on behalf of the family.