Crying widow

Im writng this on behalf of my mother..my father died four months ago and he had a funeral policy with absa .she went to haziview absa bank to claim for the money they demanded her letter of authority and some documents which she gave them and they told her to wait for a day then the money will be paid into her account and she waited and went back to absa where they demanded the same papers they demanded for her last visit so they told her that she must open an absa aacount with 500rand which she did they told her to wait for a message to on her phone and tje message appeared two days after and she went back again in hazyview absa where they ask again for the same documents again which she gave them and they told her to wait again for the message to appear on her phone and even today the message did not appear so she is still waiting for the message so that she can go back to hazyview absa for her husband's funera cover