Avbob service

Good Day,

I am an existing policy holder with Avbob. My policy does include my grandmother who has passed on ,on the 23rd of July 2020..I then called Avbob to have her body pick up from home where she passed on and was greatful that I was assisted. I was told by the guy who picked up the corpse that I need to go to the nearest branch at Avbob Ikwezi to pay an amount of R250 (Doctor's fee).To my surprise when I got to the branch, I was told that I would need to pay cash for her funeral service as the policy had not reached it's waiting period. I then decided to rather move her corpse to another mortuary G West. I was charged an amount of over R2700 for storage from 07H300 am to 12H00. Her body was moved to G West funerals .So because my policy was reinstated as it has previously lapsed , I then asked Avbob for the recording when I took up the policy as I took it up telephonically just to also understand about the waiting periods on my plan but up to this day I'm still waiting for Avbob to respond to my email . I have called numerously for this request and also sent emails but STILL NO REPLY. To my surprise again the premium for granny went off from my account for August when I was told by the lady from Ikhwezi that they will need to refund the premiums as they could not help me with her burial and I was not willing to pay for cash burial.....CAN AVBOB PLEASE PROVIDE ME WITH THE RECORDING.I want to hear what I signed up for and also understand why their storage is so expensive for just 4 and a half hours.

Please help