Standard bank level life a ****

I'm either being ****med or being made a fool

My mother passed away in August and I called standardbank to claim for funeral cover and the level life insurance she opened at Menlyn retail park branch between 2014/2015 ; Funeral cover claim and documents were all submitted on the 20th and the pay out was only received on 28 August after the funeral; No 48hr cover as promised The level life cover : first doesn't appear as being deducted on the statement and I was told she didn't have one But because I knew she had it I called level life end of August and it was confirmed that they were receiving payments but they seem to not know who beneficiary is and how much must be paid out Spoke to Lungile in September from level life who was able to confirm the amount of cover and that it shud be paid within 3days cause all is well but nothing was paid to date In November I was transfered to the useless team leader ,Trypossa who was supposed to update me and that was never done if I didn't initiate it and since I stopped asking for feedback ,I have not received any I call and I'm on hold for over 1hr being taken from pillar to post, is this a **** that standard bank is running because the branch staff say they know nothing about these policies and since it covers people who have passed on, is this how they **** people into making payments while their alive and since their dead they cannot fight for themselves and the family member are being treated like fools ,wasting money on airtime and branch visit to enquire about a policy standard bank is refusing to payout or running as a **** Should your *********** IT department be my problem, how can claim that IT has been dealing with this issue since August , wat is so complicated abt this ? Why did they deduct every month without fail if all details where not clear We filled a form when this policy was opened ,where is the form with all the details of who the beneficiary is Is the bank losing our documents