Estates not finalized by ABSA Bank since the year of 2020 until today (2026) close to 6 years now

We used to trust absa bank as a family like no ones else but then only to find disappointments and poor services by their estates management or branches. I lost my father 2020 March and my dad had a WIL with ABSA. But up until today we haven't been able to take over the estates which is held by absa .when we try to ask for help attitude is being given and telling us that the person who was responsible for the estate resigned. Why did ABSA allow our late dad to do WIL with them if they knew that they would not help us? I wouldn't advise someone to do his/her WIL with ABSA even insurances are doubtable to use from ABSA.