Prosperity agent admits their fault however refuse to payout

took the liberty of escalating my issue formally, as I have been agonized and emotionally torture by the service and rapport I got from prosperity. My name is Maoela Agnes Mntambo, a mourning mother who has just recently lost her Mother through death. As a beneficiary of my Mother who was a client of prosperity, it saddens me to know that employees here can be at fault and not take account of their actions. I sit here today with only a verbal apology from prosperity for a funeral cover which 1 of the 2 was accidentally not captured as a debit order from my Sons transactional account. From order side, we signed a document conforming to grant consent to both the policy's total amount being debited.

I was told that one of the two policies was accidentally missed on the capture and now my Mother policy has lapsed. Outlining the fact that we didn’t have sight of the missed policy due to the fact that I didn’t receive any form of Prosperity communication let alone a call we were under an assumption that all is corking. I have been at the prosperity offices twice since last week and we have not to go to any form of agreement giving the fact that it was agreed that Prosperity was at fault. Giving my mother passing, and taking note of the fact that the elders are leading the funeral, I will be bidding my last farewell on Sat 14/03/2020 and I would love to give her a dignified service.

Hoping that this matter has been brought to your attention could I kindly get feedback in the next 24 hours. I will be in the office again tomorrow to find out is we are getting to any conclusion.