Claim will not be paid at the promised time! Bad see he and insensitive

We have received the worst service from standard bank while grieving. My das lost his mother and when we went to standard bank to claim they said they will pay the claim within 24 hours. They knew and assured us that we will be able to bury my grandmother by Saturday. It has been almost 2 weeks and the hundreds spent on airtime while waiting to get serviced!

Funerals are not planned so for my parents to have been with standard bank for over 20 years and receive such horrible service is appalling!