complaint for Absa

This is a complaint on behalf of my mother. Nonkululeko Mamase and the ID number:670 ********** 083.

She opened a funeral policy at ABSA BANK in 2013 with the premium of R245, for 6 members. For her as a principal member and his husband with the cover of R20 000 each, for 2 children R10 000 each, For her mother R8000 and her mother in- law R6000 because of their age.

After few years a premium increased to R275. Last year she received an sms stating that the cover changed/decreased to R15 000 for a principal member and her husband, as well as others decreased but the premium stayed the same.

She went to the branch in Fort Beaufort and they were unable to explain the reasons of the change in policy. They put her on the phone to call head office and couldn't find any consultant they were all busy for more than an hour and they said she must wait for their call at home they will phone her back and never phoned, and she went there two times and couldn't find help.

This year january her mother passed away and submitted the claim and only got R4000 but when i agreed to the policy was suppose to be R8000. And now that month of january and this february they did not debit their premium and we don't know the reason because in the branch they can't explain it.