Poor service, lack of feedback .No customer service s****s

have a burial policy with Tshebedisano funerals. My brother passed on on the 7th of December 2017 and I went to Tshebedisano to submit a claim. I was not happy with service s I was given; I was told by Tshepiso (the consultant that was allocated to assit me) that the system is apparently offline and they could not trace my proof of payments. I explained that I pay via the internet and logged on to my internet banking to show proof of payments from as far back as 2012.that was not good enough as they apparently wanted “ manual statements” not sure what the difference is there as a proof of payment is a proof of payment as per my understanding. I went to get a bank statement for a 12 month period which I’m liable for those charges, not that Tshebedisano cares. As if that was not enough I was told that the reference number that I’ve been using for payment is incorrect or it could not be picked up by the other branch since their system was off line. I explained that I’ve been using the same reference forever an no one ever brought it to my attention that there’s an issue with the reference and also when I claimed 3 years ago the reference issue was never brought to my attention. I walked out of there with no solution regarding the reference number and nothing has been said to me since, I don’t know if there was an issue with that ref number owes it just to annoy me any further as the claim was processed and no further communication about the ref number . Tshebedisano needs to have a backup as they constantly have system issues and really improve on their customer service s****s as it needs a lot of attention. I understand to them it’s a business but losing a loved one is not a business for the family that needs their help. as i write this review I'm still awaiting feedback from them for a grave marker that i paid for and it was never installed on the day of the funeral.