Worst service in my life

I am highly disappointed with the service received from Jet in processing my late sister's claim. My sister passed away on the 6th May 2011 and she had an account with this store which was paying properly on monthly basis before she met her death, also paying protection plan. Anyone who is paying protection plan has impression of being protected when days like this come as they tell us when they make join that plan. However here is my frustration only this year in 2015 July we receive a call from so called Jet Lawyers that Sylvia Dlamini's must come and pay her account otherwise she will be handed in. I personally together with my bother went to claim, and they requested certified death certificate, ID copy, burial order and the sales person completed the account protection plan form then my bother Lebohang Masolane signed. Claim date was10/05/2011. and the person who assist me on Friday the 31st July 2015 was not helpful very rude telling me that during that time she was not working in that store very ***********. I am really frustrated as I feel that by now this should have been resolved. Please resolve immediately this is a torture.