Tombstone fully paid but not fully done

I have an issue with Royal funerals at springs, i bought a full tombstone in May 2018 they head of it was done and no one told me i would have to pay for transport to bring the body of it. we were told the body can be inserted after the soil has gone down not that it was our decision. so now i want the body and i'm being told stories that were not mention when the purchase was made. what must happen now because their consultant did not explain what is being said now.