What a Disgusting service

My aunty has a funeral plan with them and she covered my cousin and he passed on February 2025. She sent her grand daughter there to claim she never got assisted awaited they said she was owing as she already left to prepare for the funeral. She went to find out why they say she is owing they changed the story that the lady that assisted her granddaughter resigned and did not submit the documents she was assisted by Dineo imagine who is the regional manager told my aunty that she must wait for her payment that was in March. Yester I took all my aunt policy document called 087 23 0064 does not exist HO office no,*** rings forever no answer,*** it's Dineo no the RM she answers and I asked can I speak to someone senior especially in finance she said I can speak to her immediately when I explain what I'm calling about she said yes I know the story can I call you back I'm was like ok I agreed she never called after 3 hours I called her again she said. She is still busy with some family. Today I called to asked you never called me I asked her I'm giving you guys to correct this matter or I'm taking this further she was so rude that I'm not giving her a chance to explain simply because I told her that as Manager you do follow up on your clients as she told me that she asked a colleague to call my aunt so since no called up until I called yesterday she got fustrated with my questions she hang up on me.