FNB Funeral Policy - a total disgrace!

My mother passed away on 19 June 2019 and I phoned FNB on the same day to inform them and request for my funeral policy to be amended. My mom's passing occurred within the waiting period so I did not (try to) claim the benefit. Unfortunately the premium was collected the following week as well as July, August and September, even though I phoned every month to try and remove my mom from my policy. At last I could obtain the documents and submit it as though I was submitting a claim. Obviously the claim was denied. Still, no effort was made by FNB to remove my mother from the policy or make any attempt to refund the premiums that they continued to collect for a deceased person. I had to continue phoning to try and rectify the situation. On 7 October 2019 the policy was finally updated, yet, no word whatsoever of any refund. Later I was informed that the refund would be on 11 October. Today a team leader, Mpho, agreed to escalate and finalise the matter. Throughout this entire process bank agents were uncaring and not interested in recognising this problem. I am upset that my trusted bank acts so *********ly, unprofessionally and uncaring, and expects clients to keep phoning, even for months, and to drive the process that the bank should have owned. This is so wrong FNB