ABSA FAILS!

My partner died in July 2020. I sent the ID copy and death certificate to ABSA online in August 2020. They read the email on 20 November 2020. I took a death certificate and ID into the bank in Midrand. They were meant to freeze the accounts. I am trying to resolve a problem with them. Every time I send a note, their automatic response email gives me a new case number. I reported it to the complaints department. The lady was extremely helpful and she gave me a reference number..... surely someone should read the emails... read/receipt response works wonders! But after that, nothing happens!