Shameful treatment from staff

On the 24th March our family was waken up by the saddest news of my brother who was short and died on the scene. My eldest brother went to one of the Capitec branches nearest to him to enquire if our brother's policy was still active as we needed to repatriate his body from GP to KZN for burial , my eldest brother was refused help and sent away. Him being soft hearted left the branch and our eldest sister had to send me to our nearest Capitec branch (Standerton Mpum) to enquire of the above where I met a lady named Amanda Ndlela at the front desk who referred me to her colleagues for further assistance, even thou I could hear much that the two gentlemen were saying to her but their facial expressions said a lot, at some point they told her that she wants to commit ***** and the system doesn't allow then to check/confirm my request. Amanda had to step in and make the phone call herself, to confirm if my brother's policy was still activate, despite me clearly stating that I do no want know the amount because we have already seen the policy schedule in my late brother's things, all I need to confirm for my siblings was that the policy is active or not that we may arrange our brother's final send off. Had it not been of Amanda we would not have known a simple thing that she just called yours division and confirmed. Why ? what hurt the most was the fact that in 2022 we buried our last surviving parent and we are still in a healing journey and then tragedy strikes again and having to deal with your staff without any empathy. No , it's not fair!