Absa wills deducted safe custody money

Absa wills dept is resisting to refund me money for safe custody. I had to fill in the the forms to say I will keep my will and sign scan and email. After that I've written several emails requesting my refund in vain. Although I will keep my will I wanted Absa to be the executor, with this which is not happening for the first time I'm doubting their business.