AVBOB_ Suppose to support you in time of sadness, but causing more sadness not once, but continue to!

My father passed away in February 2017. We used AVBOB as the funeral services and with the arrangements everything went well. On the day of the funeral, it all went sideways. We arranged for the funeral to start at 10h00, 10 to 10h, AVBOB arrived to start with their setup of the grave etc. 10h10 the body of my father arrived and the grave was not ready as yet. They parked the van with my father next to my mothers car and we waited for more than 40 minutes for them to complete the setup. With guests waiting and my mother sobbing uncontrollably as my father's body is lying next to her! By 10h10 both my husband and myself got out of the vehicle and started helping with the setup and cleaning as the entire area was spread with bottles and paper. One of the most horrible days in my live... made even worse because of AVBOB. We put in a complaints with the branch manager after this, no feedback. We had a funeral policy, and got a quote according to the amount available. In March, a month after the funeral my husband started following up on the estate and all the accounts and phoned AVBOB to confirm if we had an account outstanding. They asked him to hold while they check and came back on confirming the account has been settled. The policy that we had included a life policy and a funeral policy and when we received payment from the complete policy in June 2017, I phoned the AVBOB branch we had the funeral with to confirm if everything is settled and if there is still anything outstanding_ again they checked and confirmed no account is outstanding. In this same week, my mother was in the area and popped into the branch to ask if there is an account, and for the third time they confirmed no account outstanding. On the 13th October, I receive a call from the credit department that I have an account outstanding with them. I was very upset as we followed up 3 times and since then have securely invested the money from the policy into a 12 month account and cannot access it. At this time, I have no means to make this payment. So I asked her if I she can send me the account and if I can make an arrangement to make the payment. I followed up 3 times before getting the physical account almost a month later! On 9 November I received the account, the account is now 27% more expensive than the quote. I asked to speak to a manager and she confirmed that with the confirmation from them that there is no account and now a 27% increased amount on the quote, this is not right and confirmed their MD will give me a call. Again no feedback from them, I followed up twice with no avail. No call as promised. With each follow up i ask to make an arrangement for payment, but no feedback. Yesterday, 30 November, I receive a email from the manager that she has discussed it with the MD and if I dont make the payment by the 7th they will send me a letter of demand!!! I have been asking for almost 2 months now to make an arrangement for payment and no feedback, first feedback then a threat! The whole experience and way this has been handled is completely unacceptable. I honestly cannot make this payment and again asked for an arrangement yesterday. I am still waiting for feedback that I can almost bet I will not receive. If they have responded 2 months ago, I could have made 2 down payments by now... the manager mentioned under how much pressure the MD is for collections from the head offices!!! Well I know why!!! They have no idea what they are doing, after the horrible experience and adding to our grief on the day of the funeral then telling me 3 times no account only to be called and threatened a few months later! trying to make a payment arrangement and not even getting a reply. Imaging if i have to tell my mother about this now...