Claim not handled well and paid short

<p>Good day</p> <p>I would like to bring the below into your attention,</p> <p>my mom has got a funeral policy with Nedbank, so she lost a son and we went to claim for the first time, so we decided to go to our nearest branch to home which is bridge city mall. we started a reception and encountered with an Indian lady "i can identify her" who was rude to us and shouted at my mother, I then intervened and ask her why was she shouting and she rep**** with an attitude saying she naturally loud, we left her like that and went to one of your consultants, an African lady with short hair, she was refusing to help us claiming we do not have the required documents and i actually asked her to call the client centre because I could tell she does not know what she is talking about. eventually she gave the forms to complete, one of them was the police declaration because my brother was shot. we decided to leave the branch because of the way we were treated. on the 27th June we tried Musgrave, we left the forms there and one of your consultants called the next day and said the police declaration is not clear they cant read it but they going to call the police officer for clarity, he will come back to us if he is not winning. we waited for the call back and there was nothing, eventually my mom went to the branch on the 9 day of waiting and they said they are missing the police declaration, which puzzled me based on the last call we received. I then decided to call the service centre and i ask for the gentlemen responsible for the claim that was the 10th day. I got hold of him and the excuse was we tried to call the police officer with no success, I could tell he was lying we are still in touch with the police officer because he is handling my late brothers case so he is sill in contact with the family, I then decided to put the officer on the line and the three of spoke on a conference call "at my cost". eventually the claim was paid the next day which was just more than 16000.</p> <p>Here is the confusion again, the policy schedule says she should get R20000, i then inquired that on her behalf and the excuse was she missed on premium for January, I then requested for statements which was sent to me showing the below<br />on the 31 December she had R448.28, withdrew R200 on the 3rd and left with 241.78, nedlife took 239.87 and she was left with R1.91. Now you claim when you tried to deduct the money there was R1.91, please explain to me what happened after that to have the debit order returned because there was enough for the premium. Remember you are dealing with someone who is illiterate here and you do not need to take advantage of that hence I have decided to take this matter with you.</p>