Dissatisfied family waiting for documents and ashes

My uncle died 17th December and his funeral was the 22nd December. We opt for a cremation. The service we have received is appalling. Firstly we never got the death certificate or any documents from them. I have spoken to Mrs Esau at the Vplan Athlone branch and everytime she tell me to wait. She never returns my calls. It has been 5weeks since my uncle passed on and still no documents as they have lost it. Secondly my late uncle has still not been cremated as we are still waiting for his ashes. We were told once again today that we must wait. How long do we have to wait. And Mrs Esau told my mother today that we must get the documents on our own. Isn't that the job of the undertakers. Then we still had to pay R1200 for cremation after paying the funeral policies for years. It is aggravating and pathetic and disrespectful for the service we have received thus far.