ABSA Decreased Estates department should close down

I currently have a family member that has been struggling to finalize her husband's deceased estate as Absa Deceased estate department keep giving her the run around regarding the progress of a number of things. She, as the executrix of her husband's estate has tried to get information from Absa on numerous occasions via email and telephonically and it has been 1 year of back and forth with Absa but no success to date.

Firstly, we trying to establish the current outstanding amount due and payable to absa in respect of the vehicle financing. The excutrix has diligently been trying to keep up with the monthly premiums relating to the car, but no response.

Secondly, the deceased had a credit card, the executrix atleast tried as far as possible to pay the credit card to avoid it going into arrears, to date ABSA cannot allocate the credit card details, cannot confirm if there is any card protection on the credit card, nothing, which is mind boggling considering that ABSA as a financial institution is obliged to hold records of any client for a minimum of 5 years.

Thirdly, policy monies have been paid out for the deceased into his frozen absa bank account, a request from the executrix's attorney has been made for these amounts to be transfered into the deceased estate late account, to date no response has been received on this.

Fourthly, ABSA cannot confirm if there is credit protection on the vehicle finance but blindly provided the executrix with an IUA policy claim form to be completed but did not provide context as to why the forms should be completed.

The service has honestly been completely disgusting for an entity such as ABSA that is one of the top 5 banks in South Africa, some where better regulation should take place and they should be fined for such gross mismanagement of deceased estates. As stated before they have not been able to assist with any of the above queries in a period of a year and when they do communicate they only address 1 query out of 6 emailed queries.