Pathetic service from fnb funeral

My sister who is grieving for her husband asked me to write to you.

My sister submitted a claim for her husband's funeral policy. The claim is still with the assessors. She called this morning to ask how far they are with the policy. The consultant told her that the comments from the assessors says, they are awaiting a BI1663 from. Which we submitted. Upon checking, the consultant discovered that the form was there. There is no urgency at all with fnb. No decency to call or sms my sisters to tell her that there are missing documentation. The funeral is tomorrow because her husband's body was badly damaged from the accident. Your service is pathetic. I'm not shocked, because when she wanted a bank stamp to submit the forms, she was told to go and stand in a long queue, outside Mdantsane mall, whilst we had already completed everything and only needing a bank stamp. Useless consultants.