Bad service

We are a brokers office assisting a client with transfer of funds of her Late deceased husband. My office phoned on 01 September 2026 asking for a transfer form. She was told that it takes 24/48 hours to receive the related form. She phone again on 02 September, only to be told the form will be received. When she phoned on Friday 04 September the lady told her that it takes 24/48 WORKING hours! This is really unacceptable. This is now 07 September and still no form has been received.