Where is your UBUNTU

I understand companies have procedures but I have sent the required RICA documents and all I needed was to get support from Rain on a humanitarian point of view. My father has passed on, and I am busy with funeral arrangements, I am not even sure when I will return home but I need internet services for my children. I sent the required RICA documents to their email. The courier company said that they can deliver the package to my helper upon a word from Rain however Rain is saying that they cannot assist yet I have explained that I am currently bereaved and I urgently need internet access for the kids while I am away I have sent all the necessary documents and even offered to send more documents however they wont assist instead I was told that I can apply in someone elses account or reschedule for when I return of which I do not even know how long I will be away for. Where did your ubuntu go noone asks for death it was unexpected and I would have received the package myself had I not been in this predicament. #highlydisappointed