Bad Customer service death claim floating around

My mom passed away on 24 January 2025. I went to home choice store in Marshall Street, JHB on 12 February gave documents in at customer service. In early March received call that account is outstanding and told agent we took application to mentioned store. I went to the store next day customer care agent showed me that nothing was scanned to relevant department (no proof that document was sent) he rescanned documents and showed me on system that it's sent . On the 18 March received a call again account in arrears I explained my mom passed away I went to twice to this Marshall Street store was shown documents. I told agent I will go the next day to store and follow up which I did. The agent gave me her email address where documents was to be emailed to. That afternoon I decided to take a chance an email documents. Got to store on 20th the same staff member that helped me the 2nd time assisted again and showed me that he sent it but nothing happen. But could see that documents was received the previous afternoon and I told him I emailed it and got an response back . My question to him was almost 2 weeks back I handed in documents but they didn't get it at customer service, yet I was able to sent and email the documents to store and get a response same day.

You guys need to do better I provided the documents but matter not dealt with. If that agent didn't call I would have been under the impression matter settled. As it is don't know , email indicated that they awaiting to see if claim approved. This is unprofessional the staff at store do they work and somehow the emails are just floating around , I believe reference are provided but we get calls for outstanding amounts . I for one know my mom paid her account every month unfortunately she passed away and this is how things are done now.