Absa bank is useless and uncompassionate

On 2021-01-29 I opened the estate late account for my late grandmother and provided all documentation that was requested at the bank (absa galleria) as well as providing the letters of authority which allows me handle the estate. I was then informed that the funds will be made available to me within 2 - 4 weeks.

The month of febuary 2021 started and I had not recieved any phone call or even an SMS updating me with the status of this claim.

On 2021-02-08 I then contacted absa galleria and was informed that the matter is with the Wills department and i will be contacted regarding the claim.

On 2021-02-24 (+2 Weeks later) I then contacted the bank again to inquire as yet again I was not contacted regarding what is delaying the finalization of the claim, but was told that the Wills department was still working on it.

On 2021-03-17 (+2 more weeks later) there was still no form of communication sent to me by absa bank regarding this matter. I then contacted the branch again and I was then informed that the delay is because of an open will which my grandmother had with absa many years ago, which needed to be cancelled. Please bare in mind that this was only found two months later and only because I kept badgering the galleria branch for answers.

I then immediately completed, signed and forwared the cancelation of will form emailed to me by the galleria branch.I was then assured that the process for the funds to be made available would take +/- 3 working days and I will be contacted to proceed to the branch to claim the funds for the estate account.

On 2021-03-29 I contacted absa Galleria again as there was no communication made to me. I was informed that to date the funds were still not available and they have sent numerous emails to the Wills department to resolve this matter but with no success. On 2021-03-30 I proceeded to absa Galleria and spoke to the consultants who were very understanding and helpfull. I informed them that it has been more than 8 weeks that the funds have not been cleared whereas I was told it would be a maximum of about 4 weeks. They then made further attempts to assist but as the matter is with the Wills department, there was not much they could do at all to assist.

I am now sending this email to express my disappointment, and disgust for which I have regarding absa bank and its failure to communicate with me and pay the funds due in this time regarding such a sensitive matter.

This experience has left a bad taste in my mouth as to date I do not know when or if ever the funds will be released to me. I am highly appalled by the lack of urgency to release my grandmother's funds to me. The funds are needed in the household at this time but that does not bother absa.

It shows that absa and its staff do not care what happens to their clients loved ones once they have passed on as it takes absa double the promised time to clear estate and do not bother to call or even SMS any update to the clients when there are any challenges regarding a claim.

I wish that this email reaches someone with a heart and still believes in customer satisfaction. I will be sharing this terrible experience with friends and family for them to make the right choice and not leave their families in the position that I find myself in after the passing of my grandmother who banked with this uncompassionate absa bank!