who not recommend you open anything with them

last year I wanted to do a duplicate card then ended up with a funeral policy. when I called to enquire about this the rude consultant asked me when last I made the payment and told her I couldn't remember she then blocked my account. I sent an email to tenacity they said I should send documents proof of income , proof of address and ID which I did. months later still nothing and when I called again was told to resend it again. Have been sending the document and no feedback and the problem still persist will be closing the card asap because cant be taking this bull**** from them and their staff to date they still have not given an apology for their staff member opening a funeral cover without me knowing