FORTUIN - BURIED someone in clients grave, without informing the policy holder!!!!!

My aunt opened up a policy with FORTUIN FUNERAL for her brother, who passed away in December 2023 1- she wasn't given any signing writes NB:collection of the body from the hospital, death certificate and the grave.(Jamie gave his sign. Without the insurance BOOK.... HOW... I DON'T KNOW. 2- August 2024 they buried another person in that same grave without her approval. She went to them, they advised her to go to legal aid of which she did. On Tuesday she went to open Case but was told that there is no need for that, FORTUIN can just get the other body another grave. Apon telling him that and that he must call that particular person at the police station he told her that he is too busy and don't have time, with all the new clients joining...

So my question is DOES THIS MEAN THAT ONCE A PERSON JOINS AND YOU'VE MADE ENOUGH MONEY FROM THEM, THEY'RE NO LONGER IMPORTANT OR A PRIORITY?