Disgusting service from Cebolethu funeral group

2020 January 10 my mother passed away . When I arrived at mortuary I was told I could see my mother because it was friday and they won't help me with paper work for the funeral because they busy . After raising my voice to the guy he finally arranged for the paper work to be done . I came back from the home affairs with the death certificate to arrange the funeral . I was told to wait when one of the ladies at the receptions was busy doing nothing. Eventually the other lady finished . She took down my details but since my package had a grave plan I was told their manager will arrange the grave . I told them that last year June 2019 when my father passed away money was deposited to my account and paid for the grave . The ladies insisted and told me that he will contact me of Saturday to confirm if he has arranged it . Saturday went by and no one called me so monday morning I work up and went there with my cousin and we saw the manager he confirmed that he will arrange everything confirmed that we will indeed bury my mom on Thursday as per my request and arrangements . Tuesday I received a call from the cemetary telling me that the grave has not been paid when am I coming to pay . I called the manager from Cebolethu he said his there and he cant do anything because they are refusing to confirm Thursday availability .I went to the cemetary to beg them after a long negotiation the cebolethu manager and cemetary came to an agreement and I was told by him not to worry . Tomorrow morning by 08h00 Wednesday everything will completed including payments. So because I was worried that it the day before the funeral I went to the offices I was welcomed by the note that said the office is closed because all staff are attending the AGM meeting . I then went to the cemetary at about 10h30 to check if everything is confirmed . The cemetery said things have not changed . I called the manager guy he was still seating in that AGM meeting told me to go home he will call to confirm at 11h30. Eventually my colleagues had to intervin because I was now stressed it was past 12h00 and I still have not heard anything from the manager . He then called me shouted me for reporting him and he confirmed that everything is sorted . Asked me when I'm fetch my mom for night vigil as per our custom. We came to get fetch her and everything seem to be in order . On the day of the funeral Thursday the decor people were late and the team leader had an attitude when I asked him to set up where they set on the day of my father's funeral he refused told me they will setup where they see fit and we can move it ourselves . The funeral ceremony then started after they finished . During the funeral decor guys came back and told us that the cemetary is refusing to let them in because the grave is not paid for and nothing is confirmed . My colleagues had to come to my rescue again beg the cemetary people to let the cebolethu decor guys to start the work while the manager guy goes to pay for the grave . At this time the funeral service was over already and we were just waiting to go to the cemetary . While that was happening the catering people were late . On the day of the day of collection of the tent at home a supplier who was fetching the tent was so rude to me and my family . I ended up calling The owner of Cebolethu because I felt the abuse was enough . At least the owner of the tent came and apologized to me and my family . Month end of January debit order went off my account and the premiums did no change it still included my mother's premium . I called the call centre and I was made to wait for more then 30minute and when eventually checked the guy told me that I will be refunded . Month ended February the same amount get debited on the 3rd of March but it did not go thru and I got charged bythe bank a return debit charge yet the correct amount was in my account .

Communication needs improvement because thru out the process of my mother's funeral arrangement I was calling Cebolethu to confirm things instead the suppliers were busy phoning an alternative relatives number instead of calling me the policy holder , suppliers and staff need to be taught customer service and learn to not undermine clients , debit order department needs a wakeup call because the same thing happened to when my father passed away . Most importantly I need someone to update me on what happening with my account .