Extremely poor service.

The service that you get from them is atrocious , I first made contact with them just after my wife passed away on the 27th of December and I contacted them on the 28th of December for assistance as I didn't know what to do and I thought that they would assist me through it as both my wife and I are clients of them, the person that I spoke with over the phone wasn't very helpful and said that they would get one of their colleges to contact me back to set up an appointment . I then waited until the 8th of January and made contact with them again as no one made contact with me, this time I spoke with Nicole and she apologized for no one getting back to me and then set up a meeting for me to meet with Nadine on the 11th of January , Nadine then phoned me that same day and said that she could only do a online meeting if we went ahead with the Monday time slot otherwise they wouldn't allow into the office on the Wednesday I think it was ? So I told her that I would prefer to meet face to face so we made an appointment for Thursday 14 January at 14:00 Hours at my office. I just contacted Nadine as it was now almost 14:30 and I haven't heard from her and she didn't pitch for our meeting to which she rep**** that we don't have a meeting scheduled and blaming it on Nicole for not contacting me and informing me that they apparently can't do face to face meetings and I should have been contacted . She did however apologize but that doesn't help me I have so much on my plate at the moment and the people that we entrusted to assist us in our time of need aren't do so . I don't know how much longer I will have to wait now ? This is not right .