ABSA - Refusal to pay out Death Benefit

ABSA has made losing my mother worse than just a child grieving the loss of a parent. My mother was an ABSA account holder before she died, and so in the process of dealing with her estate, I opened a Late Estate account with them. Due to the nature of her account, she had a death benefit policy that was attached to her account, which to my understanding, is meant to go to my mother's beneficiaries (My sister and I) towards funeral expenses etc.

After obtaining all of the correct documents needed to begin the process, and months of jumping through various hoops, the death benefit was finally paid out into my late mother's cheque account. For us as beneficiaries to be able to access it, the funds needed to be transferred to the Late Estate account. At the branch, the banker who assisted us said that it should take up to 7 working days for the funds to be available in the Late Estate account (again, I had all the correct paperwork, and did everything correctly as they had requested). When I called the first time to follow up, they said that my paperwork was submitted on the Monday of Easter weekend (5 April), when I had been to the bank to fill in the necessary forms on Wednesday 31 March. The banker who had assisted me even showed me that my paperwork was submitted, and even sent me a digital copy AND gave me a hard copy for my files. I called again today (15 April), after more than seven working days have passed, and when the funds are meant to be in the Late Estate account, and suddenly my paperwork is incorrect. Since when ABSA? There have been 4 separate bankers who deal with Late Estates that I have spoken to in person who have looked at all of my paperwork, none of whom saw any problems with it whatsoever, but now there is?

Is there a reason why you are choosing not to pay out? Because if it is regarding any debt that my mother had before she passed, let me remind you that you have STILL yet to send me any paperwork to show proof of the debt: no contracts, invoices or statements have been received, and I have asked you countless times for copies. Yet your debt collectors continue to call me, telling me that I need to pay an extremely high amount of money towards a debt that I have no official proof even exists.

I have spent so much time, money and emotional capacity cooperating with you since the day my mother died, and yet you don't even have the decency to do what you're supposed to do, which is pay out into the Late Estate Account. If the funds are not available by Friday 16 March, I will be reporting you to the Ombudsman.