Absa demeans grieving families with declining funeral claims

This is such a difficult post to write due to the emotional trauma that my family had to endure as a result of the heartless manner in which my late mum's funeral policy claim was handled. My mum has accounts with Absa, an investment and a saving account. On a monthly basis she would take the interest from her investment account and transfer to her savings account which she used as part of her living expenses. On the 19 June my mum was admitted to hospital and a week later was placed on a ventilator and a week after that passed away. So she was unable to transfer the interest into her savings account as she has diligently done since she opened her account. Her balance in her account on the 19/06 was around R70 and because she was on a ventilator she did not transfer the interest from her investment account, which meant that all the administration costs from Absa was deducted from the savings account. When we submitted the claim for the funeral policy we were advised that the claim is being rejected because she did not have the minimum amount of R50.00 at the time of death on the 4/07/2021. We explained in great detail that she did have that money in her account and as a result of the daily cost of sending sms to my mum, that was deducted, the initial balance was depleted. Absa unempathetically refuses to pay this claim out.. we were told if you're unhappy take it up with the Ombudsman.. In these troubling times when families are going through so much.. how is it that Absa can be so cold and heartless. Africanacity - 'A new word for our new purpose. - There’s a way of doing things that’s unique to our continent. Of meeting every challenge with tenacity, ingenuity, positivity and creativity.' This is what you put out there.. Do you really believe in your own values. Ingenuity, positivity and creativity.. I'm sorry but that is not how you treated my mother's claim. She was a woman who worked hard and put things in place to ensure that she wasn't a burden. It is deeply disturbing that Absa is not the bank that looks at the bigger picture that takes into consideration all the extenuating circumstances that lead to this unfortunate instance. Has Absa bothered to look at the fact that her entire life savings was placed in the investment account and despite not have R50.00 in her savings account she had money in her investment account. How cruel can you guys be?? I am crying as I write this because you have made us all beggars as we request what is rightfully my mum's... You have *****ed her legacy .. This is so demeaning to her.