Funeral policy

I opened bank account and switched my funeral policy from Capitec to FNB I was instructed to go back to Capitec to ask for a policy cancellation letter the consultant that was helping me who goes by the name of busisiwe khoza from three rivers branch made me understand that there will be no waiting period because its just a switch of which i also know i went to Capitec they. Emailed me the cancellation letter went back to FNB asked for her they said she is on lunch then she gave her colleague her phone showing her email address I took sent her the email from Capitec.from my side my policy was deducting this past two months.then I lost my loved one went to claim Monday provided all documents needed my claim was rejected because it appears as a new policy.i asked how so because I switched busisiwe the consultant claims she never received the any email from me I questioned who's job was it to follow up or call me to say they never received my cancellation letter.i tried to be reasonable running up this week till now im treated as a stupid client bing promised that they will fix things it's now 21:20pm no money in my account the funeral is saturday.mr eric from the branch thank you and mr motsamai deserve to be recognised for you help but Fnb keeps taking me for a fool this. was the worst horrible days of my life I had to call them they never saw the seriousness of this so I'm asking for serious help to escalate this all relevant party's I want them to pay for what they put me through in time of grief and the stress they caused me