*********** staff and horrible experience

Phoned today to find out when my dads ashes will be ready for collection and was told that he hasn’t been cremated due to an outstanding amount. It’s been 3 WEEKS since he passed and NO ONE informed us of an outstanding amount. Upon further investigation we found that the policy only covered a third of the amount and no one can explain why. My mom passed away a year ago, had the exact same policy and it covered R20 000 and my dads only R8000? Same policy, same installments, same coffin, same everything and no one is able to help or explain just that we need to pay. In the meantime my dad is still in a fridge somewhere. This is not how people should mourn the death of their loved ones with endless problems and really *********** staff. I need this resolved ASAP ....... my dad can’t stay in that fridge...