Unpaid funeral claim

The claim was submitted on 18 January 2021 and was promised by the consultant at Standard Bank Hatfield Branch that payment will be received within 24- 48 hrs. The funeral was held on 22 January 2021 and to date we haven't received any payment.

I went back to the bank on Monday 25 January 2021 to follow. I was connected to the claims call centre by the same Consultant at Hatfield branch. I was promised by one of your call centre agents that my query will be escalated and that I should expect a call by end or business first thing the next morning.

I tried calling again today 26 January , as I didn't receive any call as promised. I held the line for half an hour, then I got cut off. I then called again after half an hour the phone was finally answered. I spoke to one of the agent by the name of Tsholofelo, she told me I should wait another two days for my escalated case to be resolved. I then asked her to transfer me to someone senior in the department, as I Feld that this was unacceptable. She asked me to hold the line while my call was being transferred. I held the line for another 30- 45 Mins, without any answer. I ended up hanging up the call without being helped after holding for over an hour.

Can I please have my claim paid as per the signed contract, because this is really unfair. I never missed any premiums for this policy and Standard Bank was always on time to debit my account. But now that it's their turn to pay up, I'm being sent from pillar to post.

Your prompt actioning of this request will be highly appreciated.

Regards

Mosebo Mojela