Pensioner / widow cannot get answers, shame on you

My Father in law passed away in April, my mother in law has tried on more than on occasion to have the records updated in this regard. She has sent the death certificate via postal service and by courier service. The package was signed for by a lady named Heather, every month the premium was collected. My mother is law has had a very tough time coping with the passing of my father in law and is suffering with ill health herself. Instead of trying to ease the pain and suffering she has had to endure in the recent months she now has to deal with incompetence and hefty bills since you will not pay her expenses. You should be ashamed that you treat your clients this way especially after having to deal with the loss of a loved one. I urge you to look into this matter and resolve it as quickly as possible.