Martin's Funeral Services -Worst/unprofessional services ever

My mother passed away 7 years ago. I was told that her ashes will be kept until we are ready to collect. I was never ready as I was the only child and the thought of her being gone was something i tried very hard to not think of. My daughter kept on asking to go and collect her ashes. About a month ago, my daughter who is 30, emailed Martins funerals (Bellville) asking about my late mother's ashes. She was told over the phone (which we have a recording of) that they will follow up and get back to her. 2 Days later she received a call (once again recorder) saying that they are not able to give her any information as they can only communicate (according to law) to her daughter-me. I phoned them that same day. They informed me that they scattered her ashes in their memorial garden. My daugther was shattered as how?? About a week ago, my daugther sent them an email asking for any documentation where the family has been informed regarding the process if ashes are not collected.. signed documentation by me. Right after that emailed, I received a phone call. Telling me what they do when ashes is not collected (oh and by the way they found my late mother's ashes). I rep**** saying when did you tell me this as its the first time I hear this. And that we will have to pay R137 x 93 months for the time they kept it for us. We have to write a letter to why we took so long to collect her ashes and IF our reason is good enough, they will give us 6 months of the total???? AGAIN we asked for signed documentation where they informed us regarding these rules. This morning I sent Colleen Jacobs, Martin's Funerals, 121 Blaauwberg Road, Table View, Tel *** (as she is the one in contact with us) asking for any update or feedback, I received sarcastic, rude emails (which I printed as proof) telling me to read the previous email which is self explanatory. My questions are: 1. How can my late mother's ashes be scattered, but after asking for the documents where we gave them the right to do so... they magically found her ashes. 2. Why do we struggle to get feedback?

I will never recommend them as they have taken something away from my family... we will never get back. I know this review will not bring my late mother back, but this is to warn people wanting to use their services.