Terrible Customer service

We had a bad experience,actually a terrible one.On the 20th of April 2023 my brother passed away and then we did a claim with Icebolethu funeral Scheme, the claim was never processed and i was a assisted by the lady (Sisanda) and a guy(Phumlani) we had a direct contact with sisanda via whatsaap,we tried to communicate with Sisanda on several occasions only to find out that she processed a claim on the 27 April 2023 after that we were nearly ****** Money by one of staff member(Phumlani) whereby we were requested to send an ewallet to his number and i refused, According To Icebolethu slogan the claim is processed within 24hrs of which i not true.on the 29 April 2023 we had to force them again to bring a tent and chairs,pots etc that was a nightmare.The tent was delivered around 20;30pm and the table clothes and pots were dirty, all the benefits promised we never received them till today,

The matter was escalated to complaints and it was handled by unprofessional General manager(Robby Jaya) we even meet with him to discuss a way forward regarding this unprofessionalism of his staff. guess what he is worse that the staff he always lies.he gave me a refund form to act professional,after i have forced him to.i completed the form and sent it back. He stayed 3 weeks without answering my calls and whatsaap,when i send messages he doesn't respond until 23 june 2023 whereby he promised that the money will be deposited on the 26 june 2023 till now. i gave him enough time to resolve this query byt it was unfortunate,The worse thing they did as icebolethu was to give us a second hand Casket coffin .i have a proof of all this allegations,even voice records from the day we started we icebolethu funerals