The Worst customer service ever

I have a funeral policy with African Bank only because one of my close friends was working there and sold it to me. My dad passsed away recently and im trying to claim the policy to help pay for the funeral. This is problaby the worse customer service i have ever experienced. I went to there brance in Parow and a lovely lady by the name of Lesley help me n my mom in our time of need , we filled in the claim form and submitted all of the nessersary documents and she said she will email in to there Funeral Claims department. That was not the bad service, the bad service came when a agend of African Bank Funeral Service dapartment called me and told me that the claim form was incomplete and he could not see the stamps correctly on the death certificate. I told him the stamp is clear on our side it was probably how it was scanned through to them and that me n mom was helped with the claim form and was advised that it was was completed correctly. He proceeded to tell me i should go back to home affairs to get them to restamp it ,all this while im planning my dads funeral. My mom proceeded to go back to the branch in Parow and re submit all the documents and still he sends me a email to say he cant do anything because he can not see the documents properly. I have been paying on time every month for years and this is the service i get in the time of need. The agend name is Lee .