Disguisting Customer service

I lost my mother on the 30th Jan 2016. I had been to the branch to on to in two occasion prior to put a claim on an investment policy which my mother had for me. Today as I return with the required documents, he guy who was assisting (SIHLE) wanted to send me back because he didn't care to understand what I was there for, passing the buck to the reception Evelyn, saying she had recorded the wrong thing. Finally he listens and process the claim, the entire time communicating with me in Xhosa, ( English being the Business Language) to my understanding. I sat at this Consultants desk for close to 1 hour 30 mins, only for him at the end to tell me that he is nearly done and processing the documents. He then asks his colleague to process the documents as the system is slow. The lady colleague then says to him, tell the client to wait for some minutes as the system is offline ( addressing me like I wasn't even sitting there). He just looks at me and says you heard the system is off. He then says to the reception tell the Clients to go as the system is offline. These clients had been sitting there for more than an hour? is this how people should be treated when they are in need ? SIES