ABSA Deceased estate VERY POOR SERVICE

My brother passed away on 18 August 2022. On the 25th I went to the bank with his death certificate to close my brother's account. I was informed by the consultant that he got a funeral benefit that will be paid out but I need to become his executor of his account. She then informed me that I have to get the letter from the court. On the 25 I went to the court and they gave me a letter of what documents I needed to become the executor. On the 26 August I received the letter from the court. On 27 August I went back to the bank and saw a diffenrent consultatnt to open the estate account. She was not happy with the letter and told me she has to verify the letter and then only can she open the account.

After so many calls , emails I had no positive assistance from her. I then went into the bank on the 13th September and was assisted by another consultant . He opened the account and informed me it will take 3 months for it to be settled.

I started going into the bank on the 17th December to make follow ups on how far the process is. I was then informed that they are still busy verifying the letter at the court and with the FICA process. They ask to follow up again the first week in 2023.

I went back into the bank the 2nd week in January 2023 to follow up. I was informed the money was transferred to the estate account. He then linked the estates account to my profile. I was told to try and transfer the money but had no luck.

On the 16th January I was informed that the estate department computers crashed and it will take 3 days to be fixed. I informed the consultant as well that the account is no longer on my profile.

On the 21st I went to the bank again to follow up then I was told they were busy with FICA. My question was why again. It was in the process of payment so why Fica again.

After that I spend at least 3 days a week in the bank following up. Every time there was a different excuse. On Friday 3rd February I was in the bank again and was sent 3 sms to say they received my request and are in the process of payment. On Saturday 4th February I was called by the consultant @ 8:00am to inform me that they will lift the hold they have linked the account again and I can do the transfer in +_2hrs. Time passed and still no transfer could be done. I went and saw the consultant again and he called a lady at the estates department and she informed him she will make sure payment gets done on the same day.

On Monday the 6th February I was informed by the consultant they will lift the hold on the account. Still no reason why the account is on hold and money will be available in an hour. On the 8th February I contacted the branch manager at the branch and she informed me she has to investigate and get back to me. On Friday 10th February I received a call from the branch manager requesting me to come into the bank. I went into the bank and she informed me the deceased department got no record of any calls made by the consultant but one thing I can say he made does calls infront of me speaking to a " Yolanda and Bianca" and suddenly to record of these calls. She then called the department infront of me and she was informed there is outstanding documents - my ID copy , my late brothers ID copy and his death certificate that was immediately send to them AGAIN.

On Wednesday 15th February the branch manager called me to say they are busy with FICA AGAIN. My question is why.

I'm not getting a straight answer out of anyone. Ongoing excuses. This is a funeral benefit that has now got less because of bank charges that is getting charges on an account that is supposed to be closed.

Up to today 17th February no money is available. I had to make loans and borrow money from people to give my brother a funeral he deserved. Now I'm in debt by people after I was told the money will be available at the end of November 2022.

I was told by the branch manager the account is on hold because of a phone call that was made to the Late estates department, because of an insult. Do you blame any customer after the way they have been treated? My question is if that is the case who gives anyone the right to do that. Do be treated like a ******** and money that is legally owned to me kept away from me.

I've been a client of ABSA for 25 years and never ever have I received such bad service. How can you even offer such benefits if the customer's family don't benefit from it in time of need and grieving.