Bad service from ABSA estate/trust department

We have been dealing for over a year with a death claim. Unfortunately we had no option but to deal with ABSA because they were the bank that the deceased chose to do his will. The poor beneficiary has been waiting and waiting to wind up his brothers estate. Even Sanlam timelessly paid the pension money in to ABSA, if Sanlam paid the beneficiary directly he would have had his money already long time ago. Unfortunately we have been waiting for a response from ABSA but getting no luck. We have been dealing with Michelle Veldman, but can never get a hold of her as she is never available - always busy on the phone. ABSA has no sympathy for a pensioner. No response what so ever. We have now been forwarded to the head of the specific department(Yvette) so we will see if we can get any joy from her, otherwise we will be back on Hello Peter again with ABSA's estate/trust department.