Appalling service

My mom passed away on 3 Feb.I contactes your offices with the landline *** to ask the documents required to submit claims and it was given .I called again with my cell *** and the information I got differed slightly and I advised the agent of this. I also advised her (Melissa) about certain documentation.I then went to your Chris Hani Mall branch on a 7 Feb.The lady at reception checked my docs requested that I take a seat.We got there at 9 am and sat for 3hrs as there was only one claims assessor.By the time I reached this lady,Nthabiseng she did not acknowledge us. She advised me that the docs were insufficient after waiting 3hours for this rude woman.I got the outstanding documents and went to Alberton branch. Bulelwa assisted me. Re retirement docs were submitted to Thibault branch end Feb. Branch mangager promised to call after my initial complaint. He submitted docs to head office weeks late.Called and complained 23 Feb was advised about 48hour response. To date no response.People should not keep death benefits with them, they serve as painful reminder of lost ones. Someone must ACKNOWLEDGDE DOCS AND GIVE ME PAYMENT DATE OR IT GOES FURTHER THAN HERE