Gross negligence

On Friday the 22nd of August 2025 I went to capitec bank branch 226 in Pinecrest to lodge a funeral claim, the gentle who assisted me of which I can't remember his name wrongly advised me of the process. He said I must obtain the post mortem report then go to the police station to get a police report than come back to the branch with the police report to finalize the claim, I gave him all the documents except the police report that he advised me to get.

I called the forensic personnel to get the post mortem report and the guy said the post mortem report will only be ready in two weeks so that means I have to wait for two weeks to get the funds and be able ro bury my brother.

On Monday the 25th of August 2025 I called *** to make a follow-up and I was advised to send an email to *** upon sending the email stating that I can not wait for two weeks to bury my brother based on the information that was given me by the consultant, I received a response stating that I don't have to wait that long I must take a capitec police report to the police station to be filled I requested the Capitec police report to emailed to me of which it was emailed and I took it to the police station to filled in and I went back to the above-mentioned branch and I ask to speak to the Manager and the lady by the name of Nokulunga explained to me in a very respectful manner that it was consultant's negligence not to give me the Capitec police report on Friday the 22nd of August 2025 and she explained that the process for handing claims is well known by everyone in the branch. Due to the consultant's negligence I am very disappointed and something must be done.