Bad business etiquette

It has been a while now however still fresh in our minds. In January 2021 my brother passed away in Groot Schuur Hospital, on the doctors report it stated, he passed from organ failure, so his passing wasn't a Covid related case neither was he laying in an Covid ward at the hospital. We however found ourselves in a very difficult position when we wanted to collect his remains at the Avbob offices, Maitland branch. This is where all the remains of the people who passed on in hospital were stored and kept at the time. As I understand it the hospital has a contract with Avbob to handle all the cases as there was so many. I understand due the covid protocols certain regulations and procedures had to be followed however you would also expect that everyone does there job properly and follow up on things and not take things for granted. My brother was one of such a case where I feel we were done in by Avbob and I'm sure we are not the only ones in this situation who feels like this. My brother passed on in a non Covid ward at the hospital but for some reason, according to the reception lady at Avbob, it was translated that he was a Covid case, so when his remains got to Avbob he was apparently treated as a Covid case. I personally don't know what was done however we were forced to pay to have his remains released due to the Covid protocols. I say forced because we didn't have a choice the only other option was that Avbob do the funeral arrangements then they waiver the cost... We paid the monies as we already had a undertaker doing the funeral. Eventually after the monies was paid and our undertaker had to collect the remains they couldn't locate the body as it turned out the body was never stored in the Covid fridges even after they insisted he was treated as a Covid case, it was then discovered he was stored in the non Covid fridges. So my question to them was how can you make a claim that the body was deemed Covid related and treated as a Covid case but stored in the non Covid fridges. They couldn't give me an explanation nor refund me the monies. I even told the lady at Avbob it is like you are keeping a gun to our heads and if this is the way you guys are making money of the grieving people it is really a disgrace and in these times when so many people are dying. That to me was very disappointing, wrong and disgracefully suspicious the way they handled our case. I'm sure we were not the only ones who experienced this, we went there on a few occasions and every time there was someone having an argument or a disagreement at the counter. It is very sad and frustrating that a business can do this to grieving people, they as Avbob are suppose to be there to assist and comfort you no matter if you use their services or not.