Funeral cover \Flexi account

My parents have a Absa account with a funeral cover as benefit as advertised on there website.

My father recently passed away after being sick.We had enquired about this option and was provided with a form with nrcessary documention requested on the form.All of which was provided to our nearest Absa branch. My father's account was not closed yet and my mother had full power on his account since forever..They then send her to request a letter of authority from the court.(yet this is not requested on this claim form)My mother has been to court 3 times without sucess.They request then policy papers from the bank which there isn't since this is not a policy but a added benefit.

Today she was turned away again by Absa. My mother is a pensioner and have no income.She borrowed money to cremate my father which she now can not pay back.

It is clear that Absa staff does not have the nessacary training since everytime my mom is turned away,everytime with a diffrent story.

This benefit is advertised on Absa website yet it seems impossible to uitilise this benefit.