Delay in acquiring of my mother's will

On the 30th August 2020, my mother, Selena Groenewald (Identity No. ***) passed away. I contacted ABSA Trust and told the consultant, San-Marie Lourens, the reason for my call and requested a copy of my late mother’s Will. The consultant advised that the process would take 48 hours.

On the 15th August 2020, I sent an email with the relevant documentation to ABSA Deceased Estate Intake Centre.

On 18th September, I again contacted the Mrs Lourens and she confirmed that she had forwarded my email to ABSA’s Deceased Estate Intake Centre.

On the 25th September, I once again contacted ABSA Trust and the consultant advised me to email ***ca, which I did and received an automated response confirming that my documents had been received. I called the consultant again and she advised that she had liaised with a Lerato, at the Wills Department, who would contact me for assistance the same day.

However, to date no one has contacted me. The delay in acquiring my late mother’s Will is causing an enormous amount of stress and anxiety to my family and I. Please note that I am currently employed abroad and I am required to return to work as soon as conveniently possible. However, I am unable to return to work at this stage until the matter of the Will is finalised. My mother’s estate consists of an apartment in Durbanville, a motor car and movable properties that has to be distributed to the necessary beneficiaries. The delay has created a snowball effect that is threatening to spiral out of control.

I hereby wish to convey my disappointment at ABSA, which is supposed to be a prominent bank. I am absolutely appalled at the lack of service and professionalism shown by ABSA Trust, as we as a grieving family have had no feedback from yourselves and feel that the unprofessionalism of the staff members I have liaised with, is shocking. My mother had paid for the service, trusting that the process would be dealt with smoothly and in a dignified manner. However, the poor service I have received thus far, does not align with her wishes.

I would therefore appreciate it if someone from ABSA Trust could contact me as soon possible, in order for this matter to be resolved with immediate effect. As mentioned previously, I am required to report back to work immediately and would therefore like this matter to be expedited.

Yours sincerely Deidre Groenewald