Unfair Customer Experience

Good day,

I'm writing on behalf of my mother since she cannot access the internet.

When her father passed on last year, she was paying a monthly funeral cover that had been going on for years, when she claimed she was told that she had nominated her father who was 80+ as a beneficiary and therefor could not be paid a lump sum that was agreed for when she signed the contract. She could not contribute to her father's funeral and this caused her to feel helpless and frustrated during the grieving period. After the funeral, she tried following up with the Standard Bank East Rand Mall branch with no luck, she was told different stories, from the manager is not around to the system is offline and could not be assisted. We tried contacting the Ombudsman but we still did not succeed. She eventually lost hope and gave up until now I encouraged her to fight and ensure that she gets closure in terms of getting answers or the money. She was treated unfairly because she should have been informed earlier that her father was selected as the main beneficiary which was an error from the administration department as they could have identified that her father was not eligible to benefit looking at his age, he was over the age to benefit, may she be kindly assisted, you may contact me to get her contact numbers.

Thank you.