Funeral policy and claim process

I have a funeral policy with Standard Bank, and the debit order is normally processed on the 15th of each month. They didn't debit from December 2025 till February 2026, I was not aware till the consultant called to inform me. I went to the Pretoria Branch for further investigation, upon checking , the consultant discovered an error on my account indicating that I, as the main member, was recorded as deceased in September 2026. I clarified that the person who had passed away was my cousin, and I do not recall receiving any claim related to this. For 3 times calling and being told that the matter is escalated to the team leader they will call me.

The 15th March 2026 approached and unfortunately, despite this being an error on their side, Standard Bank proceeded to debit (R458.36 x 4 = R1 833.44) for all those months’ premiums. I was promised that the Team Leader/s will call me till today I have never received a call. I am extremely disappointed with how this matter has been handled.