ABSA, totally pathetic service.

I am placing this for my wife. In November 2017 my wife app**** for app**** for and got a Funeral Policy. Unfortunately she miscalculated what funds she needed in her banking account and the policy lapsed around April/May. In June we noticed that the policy had lapsed and she was never even notified. On 05/06/2018 we contacted the call centre and spoke to (sorry if spelling incorrect) Chishaba who told us to pay a double payment into an account and the policy would be reinstated. This was done on the same day but we have never received confirmation of payment nor has the policy been reinstated. On 22/08/2018 we sent an email to ********** with all the information, including account number and proof of deposit of double payment. I asked that as this matter was now more than three months old, could they please give it priority and get it sorted out. On 30/08/2018 we sent the email for a second time and advised that if we did not hear from them by 31/08/2018 we would place this matter on this site. We have "read" receipts for both emails but have not heard another word.