Poor Customer Service

I currently have a death in my family of which I learned the news of this morning. I cannot apply for a loan because I am over-committed however, I have a 32 day investment account with Nedbank and wanted to request an emergency withdrawal because the funds are needed for the day to day expenses that come with an expected burial and I did not have a death certificate which I can only get from my relatives nor do I know if they even have it as yet. I was approached by "John Mogoloe" (the last name was never spelled out to me)to whom my query was explained to, who told me that they would not let me access my funds without a copy of the death certificate. My question to him was "how do i obtain that when I have just learned of my aunt's passing this morning and that all I want is my funds so I can help out where I can at home. This individual was rude and could care less about the sensitivity of my situation and even told me to go complain to the branch manager in Northgate where I opened my account and I can go HelloPeter if I want he doesn't care. I have been a customer with this bank for a number of years and as far as this John individual goes....... I have dealt with far better employees.