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Absa customer service is unprofessional

We have funeral cover with absa , for more then 2 years went to the absa branch to submit a funeral claim. Received sms from absa claim is rsndomly selected for auditing. And will be finaliized within 15 working.days. what nonsense is this.. How must you give your loved ones a decent funeral. Thank you absa for all the complications and troubles you give me in this difficult time of losing a loved one.. Very professional service from you .