ABSA upaid policy cover

This bank has failed me in numerous ways, and I plead with everyone who has a funeral or policy cover with this bank to change it immediately.

I lost my sister sometime 2/3 weeks back. Immediately after hearing of the news, i went to my closest Absa branch, which is in Khayelitsha, to check if everyone is order. The assistant there told me that everything was in order and my policy was active. They then proceeded to give me documents to fill in. On Thursday 29/08/2024 i went to the branch to submit the document. After that, i received an SMS stating that my application was received and feedback would be in 48 hours.

On Monday, the following week, i went to the branch again to follow up on the application. The brand consultant put me through the call center where i spoke to a gentleman who told me that the assessor is in a meeting till 3 however, there are no outstanding documents and everything is still in order.

Today 04/09/24 I called again because 48hrs has passed and there's still no money in, but to my surprise the call center agent informed me that the deceased was not covered, How? Firstly : When I went to check at the Khayelitsha branch if my policy was active and if the deceased is covered, I was told she is and was given forms to fill in and i was then asked to bring in the documents needed. [Identity documentation, death certificate]

Secondly: How did my claim end up in the processing stage if the deceased was not covered? What were the claims forms and documents handed in for?

Thirdly: When i did my first follow-up, the agent clearly stated that " No documentation is outstanding and everything is in order," so whose claim were they busy with if the deceased was not covered?

The sad part is that I'm unemployed. I pay my policy with my childs and I buried my child yesterday with money that i borrowed from a loan shark, thinking I'll pay it back when ABSA pays the money. Now, what am I to do in this situation?

ABSA is running a ****!