Shocked and disappointed

My father passed away on 26 March 2020, after which I informed MIBFA via email. Their response was that they will attend to the matter after the lockdown. Understandable sort of. I have tried calling since and was on hold today for 15 minutes! After finally getting through, and sharing my frustration, the call center agent put the phone down. How very unprofessional and appalling their service is. And after reading just a few reviews here I am unable to understand their vision and mission statement, starting with... MIBFA is an organization committed and dedicated to its customers through excellent service delivery. MIBFA is an organization with expert knowledge capable of providing cutting-edge service within the Retirement Fund Industry. MIBFA constantly strives and endeavors to be customer centric, always excelling in customer service. ...and continuing with a whole list of wonderful attributes.

What nonsense! I am deeply disappointed and would appreciate MIBFA to contact me urgently regarding the process forward.