Bad service provided by Absa

In january 2022 our mother passed away while paying for a car that was financed by Absa. We went to Ladysmith branch to address the matter and see if we can make arrangements. One of the bank representatives gave us number for vehicle finance deceased queries that we contacted. While at the branch we contacted the division and they provided us with the email address we needed to use to state our case. The consultant that was helping me on the line advised that they will send us an email since they've taken both email address and contact number. Time went by, no email was received or contact made by Absa. In May 2022,i took it upon myself to send an email with most documents that the bank could require for deceased person and wanted to make arrangements for the car. No response was provided. I followed up and still nothing. Fast forwad to early March 2024, 2 gentlemen came to my workplace requested for me. They told me that the car is owing and if I need to make arrangements i would need to contact Dumsani in Richards bay branch. No documentation was provided to me besides them showing me the money owed by my mother. I contacted Dumisani, he checked the profile and could see there were notes /information regarding the enquiry but no follow up was made or further communication. He then referred me to Amanda Simms who i emailed. She did not even acknowledge my email and Karabo Matlala was the one who responded to the email telling us that what weve given them is not letter of authority but court enquiry. I advised that the court advised that the need the balance owed by the asset at Absa in order for them to write correct figures. I have followed up with this person and we have clearly stated that we want our mothers car back. A week and ahalf later no one is providing us with a response or way forward. I cannot emphasize the level of disappointment i have for Absa. We are not treated fairly as descendants of the deceased and the way this matter was handled really makes me wonder how people without a voice deal the same matter. The experience is very devastating for grieving people who are dealing with too many things that comes with a loss of a parent. We would like to have the car back and be advised exactly how much the car was owing when our mother passed on. We will then make arrangements with the bank. We are not willing to entertain any additional fees that were attracted due to the banks negligence.