Worst service and at the wrong time

Today I have firstly spoken to Shandeel Tramjeety at about 11:50am. I have explained that I got an sms from fnb on Friday saying that the payment was reversed. The month before the payment was also not made and nobody from clientele informed me of this. Nobody got in contact with me saying that the payment was not made and askin for the reason. Today after I had spoken to Shandeel explaining that I got a sms from fnb regarding the payment and explaining that my husband just passed the next day which was the Saturday. Then I was transferred to the claims department to log a claim because of the passing of my husband. I then spoke to Siphwe Magadla where I was told that I can do the payment and the policy is still active. After doing the payment I then call back to fine out if the proof of payment was received. I then got through to the same person Siphwe who confirms that the payment is received and then logged the claim for my late husband.while doing this he tells me that the policy will not be paid and that the money I just used to do the payment today will not be refunded. What kind of service is this. Why would they tell me that the policy is still active.my husband just passed away on Saturday, they are unsympathetic and they have no way of speaking to their clients. He also does not listen to a word I'm saying because I had to repeat myself numerous times because he kept askin me to repeat myself. So immediately after I made the payment they tell me that I they will not pay out the claim and that I cant ne refunded. This is bad service from these agents and they dont know how to serve their clients. I am completely disappointed and horrified with the fact that I paid these installments just to hear that my claim will not be processed. I will make it known to everyone in my family about this bad service and will not recommend clientele to anyone.