Misinformed during claiming process of the deceased. Cannot bury my father!

The way Standard Bank has handled this matter is appalling.

During my grieving period, I was misinformed by the consultant at N1 city branch. I have sent from pillar to post. I have sent numerous emails so Standard bank wanting feedback but receiving no response at all. Only consultant that managed to assist with patience and understanding was Zinhle, but even that was too late.

After submitting the documents at the bank why was I never contacted all week to request correct or additional documentation? Every single person I have communicated with at Standard bank, I have conveyed the urgency in this matter, to no avail.

I need to bury my father Saturday and now Im being delayed because of the incompetence of your staff. I have all the email correspondence I have sent to Standard Bank to be assisted but nothing just blatant disregard.

Do you know the consultant told me the pay-out amount would be R6000? We as a family were looking to receive +- R12000 which would be sufficient for burial. Today I am shook to receive R6000 as double payment?

My father was receiving his government pension money through Standard Bank, how does he have missed premiums when you had access to his accounts? From a R20 000 cover, he gets paid out R3k?

I request that someone please contact me urgently. I need these funds released today cos according to me all was submitted well.

Regards, Sivenathi

Response from the manager below (Thabana Maname) ***

Hi Sive

We only assist with funeral claims I am not sure who advise with the savings as we are funeral claims department with no access to savings.

Please advise the branch to direct you to the savings department to assist you.

Regards