ABSA BANK MISLEAD THE PENSIONERS

My mother passed away December 2020. My Mom Will is with Absa Bank as a pensioner as her Sassa pension was paid into her Absa savings account. Absa head office referred the WILL to the Masters Offices in Pretoria, they instead filled the WILL away. On further investigations did the Master Office advised us that Absa must renounce the WILL. Why did the consultant that assisted my mother to make a Will never told my mother that pensioners that get SASSA as an only income cannot open or get a Will. What about us been left as we cannot get a letter of authority as the Master Office did not register the estate. Why could Absa not do there job properly no we the children are suffering.