FNB Funeral Policy

My aunt past away on 08 October 2019. we had to postpone the funeral to this week (19/10/2019) because of mistakes that FNB did on our funeral policy. Until today (17/10/2019) we still did not get a payout. FNB keeps on making empty promises. We have no money and the funeral is in 2 days. We are not able to mourn the death of our aunt I dignified way due to FNB treating the matter as though it is small. My cousin is traumatized and is too soft to take them on as they should be dealt with in this matter. However, they refuse to speak to anyone but the policyholder, so here we are waiting...