Royal Funeral services bad service

I submitted my claim at Katlehong office&was told the papers are clear enough i must expect an SMS, out of curiousity as no SMS is coming through i called their office they advised that the BI663 page fingeprints are not clear, how are u expecting a clear copy from a copy because the undertaker does not give original BI663. I am speechless and dont know what to do as we have to utilise the money for the funeral on Friday. Our goverment need to shut down this entity who is robbing the poor the hard earned money. I have never experienced such a bad service, it stinks🚮