Ripping pensioners of their hard earned money!!!! Appalling customer service

Firstly I absolutely appalled with the customer service s****s of ABSA's Lebogang Mashiane ( the complaint resolution specialist). This all started back in 2018 when my dad passed on, we visited ABSA chatsworth to assist us with a claim on his life cover attached to his mortgage bond however was advised by the consultant that there is no life cover in place with ABSA however this was through Metropolitan administered through ABSA bank. I proceeded to contact Metropolitan and was advised that the policy was lapsed in 2010 due to non payment and the investment portion made paid-up. This news was very suprising as the policy premium was included with the monthly bond payment and not one payment was missed since the start of the bond furthermore this payment is still reflecting on the bond statement up until September 2017 which was paid religiously every month.I proceeded to query this with the ABSA branch in Chatsworth and was advised by the Branch Manager Shameeta who blatantly **** to me by saying that the policy was cancelled by my dad in 2013 however when I requested proof of this she could not provide it to me and she refused to provide me this in writing on a simple email( this is very strange) Further to this my dad was under the impression his policy is active up until the day he passed on, If my dad cancelled this policy surely this is a concern for ABSA as this is a requirement to have with the Bond further to this why was the premium still being charged up until 2017. One of the branch consultants Stephanie was the only one who understood the issue and offered me help by escalating the query to the group complaints resolution department namely the specialist Lebogang Mashiane who has time and time again made promises to provide feedback by a certain time and date but can never meet the deadline furthermore she fails to understand the actual query and says I should take the query up with Metropolitan... Why would I take this up with Metropolitan when it was ABSA's responsibility to pay the premiums to Metropolitan as they are collecting it every month without fail. Where has the funds being going too all this time?

I have all communication since 2018 with the Branch staff and Lebogang Mashiane and also have all statements proving the payments have been taken out ,if anyone at ABSA is really keen on actually helping me finding a resolution please do.

My father has been a client with ABSA for all his life its really sad to see that this is the experience that his family has to endure for his loyalty to a Bank who is clearly about making money nothing else.