Failure of the Bank to pay

On the 18 December 2015 my uncle passed on, he was a member of Standard Bank Funeral Plan, we got his notification of death and death certificate on Monday 21, 2015, we immediately went to the bank in the morning to lodge a claim for the funeral policy, the policy document specifies that the policy shall pay in 48, and the consultant who was assisting us also ensured us that the money will be paid in 48 hours.<br> <br> On Wednesday 23, due to the fact that we hadn't received any money, we went to the bank, mind you that it was now going to 72 hours after lodging the claim, the money had not paid and the bank didn't have reasons why the money was delayed.<br> <br> This caused a huge inconvenience to us as we had already committed to our funeral palour that we would have paid them.<br> <br> The bank through its Insurance department tried to assist but the we only go the money after 12pm, our undertaker had to penalize us for overtime because they were going to release their staff early for Xmas Eve.<br> <br> The bank needs to improve its communication with customers when there are delays, worse is that we had to manually take out the money which meant now we had to incure the bank charges over R500.