Horrific customer service

Good day With reference to my email below. Is there anyone that can assist me with this problem. Kind regards Mrs CM Deetlefs *** From: Cecilia Deetlefs <***> Sent: Monday, 20 July 2020 20:38 To: *** Cc: 'Janine Oosthuizen' <***> Subject: FW: FNB Life Claim Submission - FNBREF#*** Good day Mr Celliers We would like to ask for assistance in this regard. My Son passed away on 8 June 2020. The life insurance benefits paid to myself his Mother Cecilia Magrita Deetlefs Id ***. We received an email on his email address with proof of his death benefit on his credit card just after his death. After contacting the call centre, I submit a claim to the claims department with all the informed documentation. Soon after the submission of the claim did the problems started. Firstly I were informed that I did not submit a claim. I resubmit the claim again.

The next email started with the same message below to inform my Son that his retrenchment documentation have to be submitted. We did inform the claims department that this is not a retrenchment claim and that they please have to stop to email the deceased as we do not have his emails open all the time. I did submit the documentation again.

The next reply was the retrenchment email again as in this email below. I did phone the call centre again that informed me that they are not allow to give me any information as they did not receive the estate letter yet. With the current covid situation will the estate letter hopefully be available within a year from now. The lady inform me that She will do me a favour and ask the accessors to relook the claim and to take notice that this is not a retrenchment claim. I really do not understand how can this be a retrenchment claim as all the death proof was submitted from the first moment. The call centre request me to submit exactly the same documentation as with the death benefit claim as the documentation were the full correct set of documentation. We want to ensure that the credit card debt are paid and to prevent interest to escalate on the account. Will it please be possible to assist us to get the credit card claim with the correct people to assist us with the process please. I think the situation is delicate already and we do not wan this to be a painful process for us. Kind regards Mrs Cecilia Deetlefs ***