Horrific clientelle service

when taking a funeral cover especially for your parent ,you want to ensure you have less stress in terms of preparations for the funeral. With Doves it was the opposite. First it was a surprise payment that I had to make since I was burrying my mom on Sunday ,was told the staff need to be payed overtime for working on Sunday , my question was, am I the one now that must pay overtime for Doves employees when they consider Sunday as overtime. Why is that not written in black and white or client informed when taking funeral cover with them ,that we work Monday to Saturday, and if you happen to burry on Sunday we charge you +-R1400 extra. What happened to transparency? As if that was not enough ,on their package they mentioned that they will provide bottled water x40, did they do that , ofcourse not, and unfortunately for we did not buy water because we knew water will be provided. Then was told a refund will be made for that, was it done, a month later still no refund . Im telling you about Doves East London branch.