My brother's wife passed away on Friday 3 November 2017 while they were on holiday in KZN. He paid cash for her cremation and was told that it would be done on Monday 6 November 2017 and that he would be able to collect her ashes and the death certificate on Tuesday morning. On his arrival on Tuesday morning at 08:00, he was told that the cremation hasn't been done yet. He asked them why they didn't phone him on Monday and they apologized and said that they forgot because they were very busy. He told them that he had already booked out of the place they were staying at and had made arrangements to have a small ceremony and to scatter the ashes in the sea and then depart for Gauteng. The best they could do was to tell him that the ashes will be ready for collection at 12:00 today. I am an AVBOB policy holder and I am disgusted with this. This is not a shopping delivery that has been delayed; this is messing around with people's emotions. Unfortunately my brother did not take the name of the person he spoke to, but I will publish it once I get it.