No help when you need it the most.

I am saddened by the service I received recently because before recently I have been receiving great service from imas. I made a refund request on Wednesday sent all the forms on Wednesday. I then made a follow up on Thursday to make sure that they have recieved everything they needed to assist me and I was told everything is in order and It will take 48 hours to process which I was specific that it is an emergency. Thursday passes, Friday passes and Monday comes, I send an email no one respond, WhatsApp, Twitter, Facebook no one responds, I then call them they tell me that my things were not processed and they want to process them now, I then request this guy to call me back as my line is about to cut off but he doesn't. I am not happy with this service at all because it has unconvinced me so much that I told them I have a funeral I need to help with I guess they just didn't care because it isn't them with these problems. I've never gave this company issues always paid them what's due to them in time but this is the treatment I get from them when it's their turn? I cannot lie I am hurt more than I should be because of the reason I requested my funds for. ***.