I don’t have a funeral plan with them, but I trusted them with my father’s funeral

I don’t have a funeral plan with them, but I trusted them with my father’s funeral. We paid R31700 for the burial and they disappointed us twice. On Saturday they didn’t pitch for the decorations, we have to keep calling them at the end they decided to switch off their phones, my father’s coffin nearly fell out from the he**** ok our way to the grave site, we went and complained on Monday, it’s Sunday today and they haven’t responded to our query. I regret choosing them