FNB Funeral Plan

When I opened an account at FNB they immediately suggested a funeral plan. I took it. Sounded reasonable. Easy to claim, within 24 hours even 30 minutes to pay out. To good to be true, Yes. My wife passed away last Wednesday 5th. Have tried to claim on their app. Within a day they close the claim. No feedback, why. If I made a mistake, tell me that I can correct it. Phone the number they have on web site. Explain what is happening. OK, they say we need such and such documents. I try again. Again closed no reason. I later send an email with all the documents I have, including death certificate. All I get is an SMS, we working on it. Don't take out a funeral plan with FNB, please.