ABSA do not value clients and treat deceased clients family shockingly

My mother took out a funeral policy with Absa Bank. She also had her will lodged with them. I phoned the call centre to get her funeral policy paid out only to be told that there was no beneficiary lodged on the policy. As a financial services industry they should have ensured that this was done. The apparently tried to phone my mom when my dad passed and she was in a state and they never followed this up. AS a result I cannot access my moms funeral policy as it has to go into her estate. Her will is also held with Absa however after 2 months I still have not had a reply from this department. Absa have continued to deduct the funeral policy payments from my deceased moms bank account and when I tried to contact the call centre about this I was told by the agent that this will continue until her estate is wrapped up. At this point I proceeded to tell her how disgusting this was and the phone was put down on my.

This is shocking treatment to say the least. Highly unprofessional and I am horrified as to how clients families are treated by ABSA when they have lost a loved one.