Appalling Service

This is not for me but sister and her unbelievably terrible service from Capitec bank. We have recently had a loss in our family and she had a funeral policy with this Bank. On the 18/09/2024 I accompanied her to go get her claim done. We were told that everything was done and she was told to wait 24-48 hours, but on the 20th we returned back to the Kinako branch but were told that nothing had been done and we needed to email the documents, no one had bothered to inform her of this. I then emailed the docs and we were told that someone would keep in touch till now no one has been in contact and still she has not received her money. The only information we were told by the branch manager on the 21/09/2024 is that the have a new system and should get the money soon. The funeral is this coming Saturday and Capitec Bank is still quiet we honestly don’t know what more to do. It can not take this long to process a claim for a natural death. This appalling service she has received from this bank while going through a difficult time is unacceptable!