Absa estates - even the dead can’t rely on them

Ex Absa employees apppear to get no special treatment from Absa. My late mother, an ex Absa employee and pensioner had invested and banked with Absa for over 30:years. When it came to estate planning she approached Absa to draw and execute her will. They readily agreed. They discussed her assets and investments, and drew up the will agreeing to execute. The representative even meting her at her home to discuss details and get the wills signed. She died tragically following a road accident in March 2019. When I tried to report the death it took three weeks to get a response from the bank. Eventually I had to chase it up with them, requiring the usual run around from one person to the next. Her bank accounts were only frozen months later, again after have to chase after them to get a response. It was only then I was told they were declining to execute her will. It was “not of sufficient value.” Through all their mindless dealing ps with my mother, why did nobody point this out to her? She certainly discussed her finances with them at the time. She was adamant that no family member would be executor, she didn't trust her sister who she believed had manipulated my late father’s estate when it was wound up, and she knew there would be friction if any of her children were appointed. Getting any response out of Absa is like pulling teeth... pointing out hat she was an ex employee, pensioner and long time customer appears to make no difference either, as long as her investments and accounts remain with Absa they seem quite satisfied with their actions. This morning, again after having to prompt them 8 months after reporting the death, I see they are trying to get my late sister to execute the will.... and yes I have returned the next of kin forms... and she is recorded as deceased. How do they get away with it?