Pathetic and insensitive customer service

My mum passed away on the 17th of June, i went to Old Mutual Standerton to find out what policies she had and what is required, there were two ladies and one guy (Sonto and Sipho, cant remember the rude lady's name). When i asked she just told me my father and my sister have already been there and she gave them all the info, i told her they were there before the funeral for the funeral cover which my sister had, it had nothing to do with what i was there for, and she told me with a disgusting attitude that there are forms that must be filled, and my sister must come and get the forms, i told her she is in Joburg and she said then she must go to another branch, i couldnt understand im already at the branch, whats so difficult about giving me forms, she then told me to wait, i waited for 30mins while she was on the phone and talking to her collegues, until i left. I called my sister and told her, and it turns out its the very same lady who refused to help her because she had forgotten her original ID in joburg, even though she had a certifed copy and her driver's license, she had to drive to Joburg to get the original and was still told to make an affidavit to confirm mum's names.