No Empathy towards customer who suffered a loss

Hi There,

I am a New Apostolic Member and recently our burial fund was moved over to Old Mutual.

My grandmother passed away on the 5th December 2019 after having suffered from an illnesses. It was said that in the event of a death you will have to submit all documentation to OM personally so we got all the required documentation together and off we went to OM in Pinelands (Main Branch) 10th December 2019 my mother and I entered the building proceeded to the Green room where Fadiel Aploon assisted my mom i did not go into the room. Fardiel does not show any remorse or empathy towards my mother,she just lost her mother a few days ago. Fardiel asked who said you must come here? He said your Rector must educate your congregation about the process ect. who does this guy think he is? if i had to be in the room im not sure what i would have done to this guy honestly. this is not the first incident i heard about this character however this issue must be addressed, the individuals he is dealing have suffered a loss father,son,mother ect thats disrespectful!. we also waited for almost 4 days for money to be paid out into my moms account and OM is affiliated with Nedbank. they did not confirm with acc to open, it just says open a valid bank account in your name ?

please update your process for NAC burial fund members!

regards Dale