Closing of Bank account for deceased

My husband went into Absa George on the 3rd of November 2023 to close my mother in law bank account as she passed away. He has a letter of authority from the Master of the High Court which he provided to Absa. We contacted Absa middle February and were informed that our request is in hand with the payment department. It is now almost two months later and the matter is still not finalized. Also tried to call the contact centre but after 45mins of holding on for an agent we ended the call. How is it possible that it take Absa 5 months to close a bank account ???